IT Support Coordinator

Since launching the world’s first portable wood-pellet pizza oven in 2012, Ooni has grown into an award-winning, multinational company with a product range loved by pizza makers all over the globe. Our mission has always been to design innovative products that spark joy in our customers, and whilst we’re incredibly proud of what we’ve accomplished so far - we’re only just getting started.
As part of our plans, we’re looking for an IT Support Co-ordinator to join our team.
Do you have a passion for pITza? That’s right, a passion for Pizza and IT in equal measure? If so then you are in the right place.
The IT Support Co-ordinator provides 1st line Service Desk support, working closely with our IT MSP to onboard new starters, triage & resolve tickets and offboard leavers. Alongside this, the role carries a growing governance and administration remit, helping tame our software & hardware stack, undertaking permission/security audits, preparing IT documentation and security awareness training. 
This is a hybrid role, working 2 days per week from our office in Edinburgh.
What you’ll be doing
Service desk and MSP coordination

• Acting as first point of contact for IT requests and questions across the business.
• Triaging, categorising and prioritising incoming tickets across Notion and Halo, and monitoring the queue against agreed response expectations.
• Resolving straightforward requests directly, and raising, routing and tracking everything else with the MSP through to a documented close.
• Acting as day-to-day liaison with the MSP, chasing progress and keeping colleagues informed of status.

Software, hardware and renewals

• Maintaining the software and services inventory in Notion, keeping ownership, cost and renewal dates accurate.
• Tracking upcoming renewals and flagging them to the IT Manager in good time, and supporting licence reconciliation.
• Maintaining the hardware schedule and asset records, including allocation, location and refresh dates.
• Raising and coordinating device requests, builds, repairs and returns with the MSP, and tracking them to completion.

Joiner, mover and leaver administration

• Administering onboarding for new starters: account requests, day-one access, hardware coordination with the MSP, and IT induction.
• Administering offboarding for leavers: access revocation requests, hardware recovery, and handover of data and licences.
• Administering access changes for internal moves, keeping records current throughout.

Access, security and documentation

• Supporting periodic identity and access reviews across core systems, gathering evidence and following up on exceptions.
• Supporting internal and external security audits, including compliance evidence gathering, and escalating concerns promptly.
• Drafting and maintaining IT policy and process documentation for review by the IT Manager, and keeping it accurate and accessible.
• Producing IT guidance and training materials, and helping colleagues build confidence with the tools they use.
• Running and monitoring KnowBe4 security awareness campaigns, chasing completion and reporting on take-up.

What you’ll need to succeed
We are more interested in potential than length of experience. The post-holder is likely to have:
Essential Skills and Experience:

• Exposure to IT support, service desk or IT administration, through study, an internship or a previous role.
• A methodical, organised approach, with the discipline to maintain records, schedules and documentation accurately and consistently.
•  Strong written communication, and the ability to explain technical matters clearly to non-technical colleagues.
• The confidence to follow up and chase progress politely but persistently, with colleagues and with external suppliers.
• Sound judgement about what can be handled directly and what needs escalating.
• A genuine interest in IT security and good practice, and a willingness to learn on the job.
• Comfort working with Google Workspace and/or Microsoft 365 in a workplace setting.

Desirable Skills and Experience:

• Familiarity with ticketing or knowledge-base tools such as Notion or Halo.
• An understanding of identity and access concepts such as accounts, SSO and MFA.
• Experience of asset registers, software licensing or supplier coordination.

What success looks like

• Colleagues know where to go with an IT problem and get a prompt, clear response.
• No ticket is lost between Ooni and the MSP. Everything raised is tracked and closed.
• Every new starter is set up for day one, and every leaver has access removed promptly and hardware returned.
• The software inventory, renewals calendar and hardware schedule are accurate and trusted for planning and budgeting.
• Access reviews and security audits are supported with evidence that is complete and on time.
• IT policy and process documentation is current, and security awareness completion rates are high.

Why Ooni?
When you join one of our global teams, you’re joining a dedicated group of do-ers who value Kindness, Passion, Innovation, Ambition and Rigor above all else.  We live, work and play by these values and are proud of what we’ve built here. As a member of our team, you will also receive the following:

• Work for an employer that cares about your well-being! We’ve got private healthcare through Bupa as well as access to on-demand coaching and therapy sessions via BetterHelp
• £500 to spend on Ooni products each year, plus 50% discount on any other Ooni products.
• £500 every year to spend on your passion – whatever that may be.
• 35 days of paid time off per year, plus an additional 5 week sabbatical when you’ve been here for 5 years.
• Access to an employee assistance programme which includes on demand coaching.
• We believe in giving back to our communities, which is why we offer every team member five paid volunteer days each year to support causes they care about.

Having a fantastic culture is really important to all of us at Ooni. We work hard to make it diverse and inclusive, and want everyone to have access to the same opportunities. If you would like this advert in a different format or need an alternative method of applying, please let us know. You can email us at [email protected].