Role Profile

Job Title: Technical Support Officer (Wednesday to Sunday)

Managed by: Head of IT/Senior Technical Officer

Department(s) IT Location: Stables, Waddesdon

Job Purpose:

Waddesdon is a Rothschild house and gardens set in the Buckinghamshire countryside just outside Aylesbury. It was created for Baron Ferdinand de Rothschild in the 1870s. Now owned by the National Trust, but managed by the Rothschild Foundation, it remains the epitome of ‘Rothschild style’.

Visitors today can still see Ferdinand’s unrivalled collections of decorative arts and paintings, alongside contemporary art, and wander in the immaculate gardens. There is also a working aviary, wine cellars, shops, restaurants and a woodland playground.

Staff and volunteers help mount special exhibitions, host educational visits, hold wine tastings, lead guided walks and talks, and run events throughout the year, including a magical Christmas season. Private events – parties, meetings and weddings – are held at the Dairy (a private building on the estate) and at the Five Arrows, a Grade II listed boutique 16 bedroom hotel near the gates of the Manor.

The Technical Support Officer will provide first and second line support to all Waddesdon business areas, including: the Waddesdon Estate & Farms, The Rothschild Foundation (including Waddesdon Manor), the Rothschild Waddesdon Ltd Trading Company, Waddesdon Enterprise ltd, the Waddesdon Wine Company and Lord Rothschild’s Family & Personal Office including JRSL ltd. Work with our third party IT provider(s) to ensure the smooth running of the IT network and act as a point of contact between third parties and Waddesdon business areas to ensure that support calls are resolved smoothly and to agreed SLA/timescales.

You will have great people skills and be able to support the changing needs of the organisation, ensuring the systems and software in place reflect the technological advancements required for Waddesdon to continue to be a premier visitor attraction.

Main Responsibilities:

• Provide 1st and 2nd line support via telephone, email and call handling system as well as supporting the Senior Technical Officer as the escalation point for more serious technical issues • Provide front line support to staff, trouble-shooting user issues, user access and escalating issues to 3rd party provider(s) as required • Support the Senior Technical Support Officer with management of the network • Provide liaison between third party provider(s) and Waddesdon • Contributing to IT projects and to support technical task execution across the companies based at Waddesdon and St James’ Place, London • Working with 3rd party provider(s) on maintenance and management of hardware, servers, network infrastructure and software • Support ePOS tills and PDQs across all Waddesdon retail areas • Testing of applications for fault finding and environmental compatibility • Support the management and implementation of Standard Operating Procedures • Support the development and maintenance of technical documentation • Support system administration for departmental software applications • Assist the Head of IT and Head of Archives and Records with ensuring that the Sharepoint system is as intuitive and responsive as possible by providing excellent administrative support to users across the organisation. • Support the Senior Technical Officer and Head of IT with software and hardware evaluations, provide technical analysis and implement systems to meet Waddesdon IT objectives • Liaison with National Trust IT support for managing seconded staff access • Support events at Waddesdon as required including occasional evening works for the Waddesdon Christmas Market • Any other duties as may be required from time to time

Experience and Qualifications:

Essential:

• Knowledge and experience of Windows 10, Active Directory, Office 365, Microsoft Exchange, DNS and DHCP • Knowledge and experience of working in a remote desktop environment (Citrix, RDS) • Experience of working with network switches, cabling and fault finding • Be able to plan, prioritise own workload to deliver a range of outputs required whilst also responding to ad hoc demands • Strong analytical abilities and a creative approach to problem solving • Proven track record of delivering excellent customer service skills 2

• Strong interpersonal skills and communication skills, particularly the ability to communicate with staff at all levels • Excellent time management skills • Driving licence essential (as post holder required to work at other sites and in London) including business insurance for own vehicle

Desirable

• Knowledge and experience of working with Sharepoint/administration • Knowledge or experience of working with Hyper-V • Knowledge or experience of working with SQL databases • Knowledge of business financial systems, ideally including Sage 50/200c • Be able to present and communicate updated/new policies and procedural practices using a wide range of communication mechanisms

Terms & Conditions

Contract Type: Full Time, Permanent

Hours: Wednesday to Sunday. Minimum 37.5 hours per week

Salary: £25,000 - £27,000 depending on experience

Benefits: Employer matched Pension Scheme up to 10%

20% discount in the catering and retail outlets, the Five Arrows Hotel and 10% off Rothschild wines

Free parking

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