Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PHReporting to: Managing DirectorJob Summary:The primary duties include providing onsite IT support, troubleshooting software issues, managing local cybersecurity and data security standards, and responding to customer technical issues. Hellios Systems is looking for a Site IT Support to join the team in Oxford. You will be tasked with helping to evolve our web-based Supplier Information & Risk management systems and business offerings. These systems underpin the industry communities that rely on our highly accurate and compliant data services during their key supply chain/procurement management cycle.Key Responsibilities:Provide onsite IT support, device procurement, setup and end-user support.Provide first-hand Software/Application support for users of our web-based systems.Take ownership of issues throughout the entire IT support lifecycle such as:Initial customer inquiry;Reproduction of issue;Bug Report;Escalate to relevant teams;Resolution.Manage local cybersecurity needs.Act as the primary point of contact for local data security and quality standards (e.g. ISO, DISP, Cyber Essentials).Prioritize and manage local platform and IT issues.Respond to technical support tickets within agreed time limits.Follow standard procedures to escalate unresolved issues to the appropriate internal teams.Participate in the on-call rotation to provide emergency support outside working hours if required.Communicate with customers through voice, email and chat until resolution of issue.Maintain good relationships with both customers and internal teams to ensure a first-class support experience.Skills & Qualifications:Bachelor's degree in Computer Science, Engineering, ICT, or equivalent.Minimum 2 years' experience in an IT support role.Experience resolving customer support issues via email, phone, or chat.Ability to troubleshoot and identify root causes for various support issues.Preferred technical skills around Windows, AWS, and Cloud computing.Good understanding of Cybersecurity standards and practices.Self-starter with the ability to work on your initiative when dealing with issues.Experience working with ticketing systems for prioritization and handling support tickets.Excellent problem solver and critical thinker.Good attention to detail and ability to provide step-by-step technical help when required.Good interpersonal and communication skills.Company Overview:Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers, Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security, and GDPR.Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 120 employees and establishing offices across the UK, Australia, The Netherlands, Spain, and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth.At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele. To delve deeper into Hellios' core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at Hellios.com.
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