Technical Support Coordinator (First-line helpdesk) at Ruth Miskin Training

📍 Job Overview

Job Title: Technical Support Coordinator (First-line helpdesk)
Company: Ruth Miskin Training
Location: London, London, City of (Hybrid)
Job Type: Hybrid
Category: IT Support
Date Posted: 2025-08-01
Experience Level: Mid-level (2-5 years)
Remote Status: Hybrid (London-based with remote work options)

🚀 Role Summary

Key Responsibilities: Provide first-line technical support to Ruth Miskin Training employees, trainers, and schools via email, phone, and Teams.
Key Technologies: macOS, iOS, Windows, Office 365, Single Sign-On, Mobile Device Management, IT policies, and cybersecurity best practices.
Key Skills: Strong communication skills, proactive approach, independent worker, fluent in English (written and spoken), and experience supporting users remotely.

💻 Primary Responsibilities

IT Support Function: Oversee the IT support function, promptly escalating issues to the Development or IT team when necessary.
Ticket System Management: Efficiently manage the Ticket System (Fresh Desk) to ensure timely, professional, and effective handling of all tickets.
Hardware and Equipment Maintenance: Set up and maintain a wide range of hardware and equipment, including laptops, mobile phones, office equipment, routers, WIFI, and printers.
Documentation and User Guides: Develop user guides and create instructional how-to videos to facilitate user understanding and self-help.
User Account Management: Independently manage user accounts by creating, updating, and removing users and permissions, always ensuring the appropriate and minimal level of access required for their tasks.
Single Sign-On System Administration: Administer and provide support for Single Sign-On (SSO) systems.
Office 365 Suite Support: Administer and provide support for the Office 365 Suite.
Server and Backup Administration: Administer servers and oversee backup procedures to ensure data integrity and availability.
Video Conferencing Platform Management: Manage and provide support for video conferencing platforms, such as Zoom and Teams, and assist with live event support.
In-house Support: Provide support for all trainings and meetings taking place at head office.
Mobile Device Management (MDM): Oversee the Mobile Device Management Platform (e.g., Apple MDM) and maintain antivirus platforms to ensure that devices are up-to-date and secure.
IT Policy Enforcement: Enforce company IT policies, best practices, and security measures, including educating users as needed to enhance cybersecurity and compliance.
Customer Technical Support: Act as a first responder to queries and issues regarding our portals and websites that schools use, hand over and escalate issues to the Tech Project Manager and Development Team when required, feedback common issues to the Development Team during daily stand-up meetings, create guides and how-to documents and videos, and create documentation and guides on new features being introduced.

🎓 Skills & Qualifications

Education: Relevant IT or support role experience and/or relevant qualifications.

Experience: Proven experience in an IT or support role, with a focus on remote user support and excellent communication skills.

Required Skills:

Strong knowledge of macOS and iOS operating systems (we are 99% Apple-based)
Proactive approach to tasks
Ability to work independently with minimum supervision
Fluent in English (Written and Spoken)
Excellent communication skills: ability to explain technology to non-technical staff
Ability to deliver outstanding external and internal customer service
Experience supporting users remotely
Knowledge of Windows Operating Systems
Experience using Device Management Systems (JAMF, Kandji, InTune etc.)
Understanding of Networking Protocols
Knowledge of data protection law and best practices

Preferred Skills:

Experience in an IT or support role
Experience with CMS

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through case studies or testimonials highlighting your ability to explain technical concepts to non-technical users.
Showcase your experience with remote user support, including any tools or platforms you've used to provide remote assistance.
Highlight your problem-solving skills by providing examples of how you've troubleshot and resolved technical issues.

Technical Documentation:

Provide examples of user guides, how-to documents, or videos you've created to facilitate user understanding and self-help.
Demonstrate your experience with IT policies and security measures by providing examples of how you've enforced and communicated these policies to users.

💵 Compensation & Benefits

Salary Range: £25,000 - £35,000 per annum (Based on market research for IT Support roles in London)

Benefits:

Competitive salary and benefits package
Opportunity to work in a dynamic and growing organization focused on improving literacy outcomes for children
Hybrid work arrangement, allowing for a combination of remote work and on-site collaboration
Supportive and inclusive work environment that values diversity and encourages professional development

Working Hours: 8:00 AM - 4:30 PM, Monday to Friday, with a 1-hour lunch break.

🎯 Team & Company Context

Company Culture:

Industry: Education technology and literacy training
Company Size: Medium (100-250 employees)
Founded: 2005
Team Structure: The IT team consists of a Head of Engineering, IT Support Coordinators, and a Development Team responsible for creating and maintaining our websites and portals.
Development Methodology: Agile, with a focus on continuous improvement and user-centered design.
Company Website: Ruth Miskin Training

Career & Growth Analysis:

Role Level: Mid-level IT Support role, with opportunities for career progression into more senior IT or technical roles within the organization.
Reporting Structure: Reports directly to the Head of Engineering.
Technical Impact: The Technical Support Coordinator plays a crucial role in ensuring that our employees and schools have access to the technology and support they need to deliver high-quality literacy training and resources.

Growth Opportunities:

Technical Skill Development: Opportunities to develop expertise in new technologies and tools as the organization grows and evolves.
Leadership Potential: Potential to take on more senior IT or technical roles within the organization, with opportunities to manage teams and drive strategic initiatives.
Innovation and Emerging Technologies: Ruth Miskin Training is committed to staying at the forefront of education technology, providing opportunities to engage with emerging technologies and trends.

🌐 Work Environment

Office Type: Hybrid office environment, with a combination of on-site and remote work options.

Office Location(s): London, United Kingdom

Workspace Context:

Collaborative Workspace: The hybrid work arrangement allows for both independent work and collaboration with team members, both in-person and remotely.
Development Tools: Access to a range of hardware, software, and tools to support your work, including laptops, mobile phones, and office equipment.
Cross-functional Collaboration: The opportunity to work closely with trainers, educators, and other teams within the organization to deliver high-quality literacy training and resources.

Work Schedule: 8:00 AM - 4:30 PM, Monday to Friday, with a 1-hour lunch break. Flexibility for deployment windows, maintenance, and project deadlines as required.

📄 Application & Technical Interview Process

Interview Process:

Online Application Review: The hiring team will review your application and portfolio to ensure you meet the required qualifications and skills for the role.
TestGorilla Assessment: Shortlisted candidates will be sent a task from TestGorilla to assess your problem-solving skills and technical aptitude.
Phone or Video Screen: A brief phone or video call to discuss your application, portfolio, and assess your communication skills.
On-site or Virtual Interview: A more in-depth interview with the Head of Engineering to discuss your technical skills, experience, and cultural fit for the role.
Final Decision: The hiring team will make a final decision based on the information gathered throughout the interview process.

Portfolio Review Tips:

Highlight your strong communication skills and ability to explain technical concepts to non-technical users through case studies or testimonials.
Showcase your experience with remote user support, including any tools or platforms you've used to provide remote assistance.
Demonstrate your problem-solving skills by providing examples of how you've troubleshot and resolved technical issues.

Technical Challenge Preparation:

Familiarize yourself with the technologies and tools listed in the job description, and be prepared to discuss your experience with each.
Brush up on your networking protocols and data protection knowledge to ensure you can confidently discuss these topics during the interview.
Prepare examples of how you've enforced and communicated IT policies and security measures to users in previous roles.

ATS Keywords: Technical Support, IT Support, Helpdesk, macOS, iOS, Windows, Office 365, Single Sign-On, Mobile Device Management, IT Policies, Cybersecurity, Remote Support, Customer Service, Problem-solving, Documentation, User Account Management, Server Administration, Backup Procedures, Video Conferencing, Agile, Education Technology, Literacy Training.

🛠 Technology Stack & Web Infrastructure

Operating Systems: macOS, iOS, Windows

Office Suite: Microsoft Office 365

Device Management: Apple MDM, Kandji, InTune

Video Conferencing: Zoom, Teams

Server and Backup: Server administration and backup procedures to ensure data integrity and availability

IT Policies and Security: Enforcement of company IT policies, best practices, and security measures to enhance cybersecurity and compliance

Networking Protocols: Understanding of networking protocols to support and troubleshoot network-related issues

Customer Relationship Management (CRM): Fresh Desk (Ticket System)

👥 Team Culture & Values

IT Support Values:

User-Centric: Focus on delivering outstanding external and internal customer service to ensure our employees, trainers, and schools have the technical support they need to succeed.
Proactive: Take a proactive approach to tasks, anticipating user needs and addressing potential issues before they arise.
Collaborative: Work closely with team members, both in the IT team and across the organization, to deliver high-quality literacy training and resources.
Continuous Learning: Stay up-to-date with the latest technologies, tools, and best practices in IT support to ensure we continue to deliver exceptional service to our users.

Collaboration Style:

Cross-functional Integration: Work closely with trainers, educators, and other teams within the organization to deliver high-quality literacy training and resources.
Code Review Culture: Regularly review and discuss user guides, how-to documents, and other technical documentation to ensure consistency, accuracy, and continuous improvement.
Knowledge Sharing: Share your knowledge and expertise with team members, both within the IT team and across the organization, to support their professional development and enhance our collective skills and capabilities.

⚡ Challenges & Growth Opportunities

Technical Challenges:

User-Centric Support: Balance the need to provide timely and effective technical support with the requirement to maintain a user-centric approach, ensuring that our users feel valued and supported.
Remote Work Management: Effectively manage remote user support, including the use of remote access tools and platforms to provide assistance to users working from various locations.
IT Policy Enforcement: Balance the need to enforce IT policies and security measures with the requirement to provide user-friendly and accessible technical support.

Learning & Development Opportunities:

Technical Skill Development: Opportunities to develop expertise in new technologies and tools as the organization grows and evolves.
Leadership Potential: Potential to take on more senior IT or technical roles within the organization, with opportunities to manage teams and drive strategic initiatives.
Innovation and Emerging Technologies: Ruth Miskin Training is committed to staying at the forefront of education technology, providing opportunities to engage with emerging technologies and trends.

💡 Interview Preparation

Technical Questions:

User-Centric Support: Describe a time when you had to balance providing timely technical support with maintaining a user-centric approach. How did you ensure that the user felt valued and supported throughout the process?
Remote Work Management: How have you effectively managed remote user support in previous roles? What tools and platforms have you used to provide assistance to users working from various locations?
IT Policy Enforcement: How have you enforced IT policies and security measures while still providing user-friendly and accessible technical support? Can you provide an example of a time when you had to balance these two priorities?

Company & Culture Questions:

IT Support Culture: How do you think your approach to IT support aligns with Ruth Miskin Training's user-centric and collaborative culture? Can you provide an example of how you've demonstrated these values in previous roles?
Agile Methodology: Ruth Miskin Training uses Agile methodologies to deliver high-quality literacy training and resources. How have you worked within an Agile team in previous roles, and how do you think your experience will contribute to our organization's success?
Education Technology: Ruth Miskin Training is committed to staying at the forefront of education technology. How do you keep up-to-date with emerging technologies and trends in the education sector, and how do you think this knowledge will contribute to your success in this role?

Portfolio Presentation Strategy:

User-Centric Focus: Highlight your strong communication skills and ability to explain technical concepts to non-technical users through case studies or testimonials.
Remote Support Experience: Showcase your experience with remote user support, including any tools or platforms you've used to provide remote assistance.
Problem-Solving Skills: Demonstrate your problem-solving skills by providing examples of how you've troubleshot and resolved technical issues.
IT Policy Enforcement: Provide examples of how you've enforced and communicated IT policies and security measures to users in previous roles.

📌 Application Steps

To apply for this Technical Support Coordinator (First-line helpdesk) position:

Submit your application through the application link provided.
Tailor your resume and portfolio to highlight your strong communication skills, remote user support experience, and problem-solving skills.
Prepare for the TestGorilla assessment by reviewing the job description and brushing up on your technical skills.
Research Ruth Miskin Training's user-centric and collaborative culture, and be prepared to discuss how your approach to IT support aligns with our organization's values.
Prepare for the phone or video screen and on-site or virtual interview by reviewing the job description, researching the organization, and practicing your responses to common interview questions.

Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Coordinator (First-line helpdesk)