IT and Web Support Technician

Job Scope And Brief

Based at the magnificent Hampton Court Palace, the Royal School of Needlework is a registered charity and the international centre of excellence for the art of hand embroidery. We offer a thriving education programme for everyone from beginner to degree level. We teach online and in-person at venues across the UK and internationally inAmerica and Japan.

We offer teaching and leisure classes ranging from undergraduate degrees to day-classes held on-site and online. Our renowned Embroidery Studio creates stunning bespoke embroidery for fashion, art and royalty, as well as expertly restoring and conserving valuable and historical embroidered pieces. We also offer an online and in-person shop that stocks a full range of embroidery kits and merchandise.

The IT and Web Support role works closely with and reports to the IT Manager to support day-to-day IT support and web site operations organisation-wide across Retail, Education (short courses and degree), Marketing, Fundraising, Operations and Finance. In this role, you'll support day-to-day internal IT and external website operations, including supporting staff, tutors and students, solve both internal and customer problems, and help administer, maintain and develop the IT estate.

This is a wide-ranging role suitable for someone who thrives on variety and enjoys an investigative and pro-active hands-on approach to solving IT issues, content and data tasks and problems, managing systems and processes, and is comfortable understanding day-to-day needs and translating them to online and IT deliverables and working in a busy cross-team environment with non-IT stakeholders.

You will have experience of IT support and administration within a Microsoft Windows / Microsoft 365 environment, including liaising with and supporting non-technical users as well as be comfortable using IT core applications notably spreadsheets (including importing and manipulating text data), databases, basic graphics editing for online usage, cloud computing, and website content management (preferably with some level eCommerce experience).

Main job purpose:

Supporting the RSN IT Manager in matters related to internal IT, customer-facing websites and other digital systems and services, including providing support for users, managing devices and the network, and providing data reports as required to enable delivery of various objectives ranging from digital and IT transformation, sourcing new products or courses and providing the data for business planning.

Main Duties

• Provide ‘hands on-site’ IT support and co-ordination (i.e. assisting and supporting the IT Manager) for investigating level 1+2 IT problems and resolving issues with staff, students, tutors and other RSN contacts

• Assist with various day-to-day IT administrative task, such as setting up new accounts, installing software, managing licensing, supporting hardware, patch management etc.

• Assisting departments with data handling and reporting tasks, including investigating and resolving customer issues (e.g. web site orders), and helping to co-ordinate and resolve other day-to-day IT needs and issues.

• Import, export and manipulate data from various systems, create reports and other materials for Finance and management as well as the above departments.

• Administer and update content on our external customer websites, including web pages, shop products and classes.

• Administer and update content on our internal web/intranet systems.

• Help onboarding new staff and students, deploy laptops and devices, and deliver basic Microsoft 365 training.

• Help develop and keep IT documentation and SOPs up-to-date.

• You will also deputise for the IT manager in his absence dealing with day-to-day issues.

Essential Requirements

• Experience in providing first and second line IT support for issues, requests, and supporting software and hardware both in-person and remotely (via telephone, email, video and messaging).

• A pro-active approach to working in a cross-team environment with non-IT and non-technical staff and stakeholders, co-ordinating requirements and issues, and communicating effectively and efficiently.

• Proactive, positive, organised and approachable. Attention to detail, strong analytical and troubleshooting abilities and a methodical approach to resolving complex issues. Excellent verbal and written communication skills. A passion for technology and a desire to learn and develop skills. Curiosity and willingness to understand how to best handle and present data, how systems and processes work and how to improve them.

• Extensive knowledge of Microsoft Windows and Microsoft 365 (Word, Excel, Powerpoint, Outlook, Teams, Sharepoint, OneDrive, etc) both as a user and for support.

• Administrator experience of Microsoft 365 (Exchange, Sharepoint, Teams, Onedrive, Entra ID) and Windows Server/Active Directory — i.e. administration for user accounts, licensing applications, group setup, policies, MFA, etc.

• Understanding of basic networking (firewalls, switches, routers, wifi) and remote support tools.

• Familiarity with basic data manipulation and reporting in Excel – e.g. importing/exporting text data (CSV files), sorting and filtering, updating data using formulas and lookups, formatting cells, basic charts and pivot tables, etc.

• Experience with uploading content to a website using a Content Management System (CMS) and managing website structure (pages, links, etc). Checking and, if needed, lightly sub-editing content (text or graphics) to suit or fit.

• Using databases — e.g. Customer Relationship Management (CRM), an understanding of database structure, table relationships and how data is used/stored.

• A good grasp of cyber security best practices.

• Using Zoom & Teams for meetings and webinars

Desirable Requirements

• Experience of using and managing Shopify e-commerce websites, WordPress and/or WooCommerce, notably in an online shop/store/retail environment, including stock control and inventory management.

• Experience of Microsoft Intune for device management, plus Microsoft 365 conditional access and group policies

• Experience of using and/or supporting Apple devices (macOS and iOS), preferably in a Microsoft 365 or education setting.

• Basic understanding of core web technologies such as HTML, CSS and responsive design.

• Basic understanding of graphics and video applications, particularly for online content.

• Microsoft SharePoint content administration (web portal, pages, other content etc).

• Experience of eCommerce and/or retail Point-of-Sale.

• Creating and/or updating simple ‘how to’ guides and note for non-technical users.

• A qualification in IT (e.g. diploma or degree, or a recognised industry or specialist accreditation)

• Experience of the not-for-profit sector