IT Support Analyst

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Are you a Super Mario in the IT Support world? Can you use your amazing skills and abilities to capture and control problems, defeat IT threats, vanquish phishing and conquer spoofing? Do you delight in jumping through the easy levels of laptop and PC deployments like a demon because you so can't wait to get stuck into gathering Power Moons to muscle-up their IT infrastructure and save Princess Peach?

Well, maybe there's no Princess Peach but hopefully you'll be able to bring some moves that'll make them rethink the traditional run-and-jump of IT and help them deliver loads of hidden treasures!

They are seeking someone who is a fast learner, keen and willing to go the extra mile. With a strong work ethic, you will be flexible and enjoy working in a busy environment that is fun, but serious about what it does. To be successful in this role you will probably want to be immersed in the world of all things IT, including Telecoms, Networks, Leased Lines, WiFi, WAN's, LAN's, Clouds, mobile and apps. You will also be very keen to help make our not-so-technically-great colleagues really-technically-great-colleagues!

Responsibilities:

- Be the first point of contact for all IT issues

- Assisting in providing both First and to some extent Second line support when request volumes are high.

- Escalate incidents with accurate documentation to suitable colleague or vendor, when required.

- Record, track, and document the service desk incident-solving process.

- Research solutions through internal and external knowledge base as needed.

- Perform hands-on fixes at the desktop level when remote tools are not appropriate.

- Ensure that security software / platforms are always up-to-date.

- Perform preventative maintenance, where applicable.

- Test fixes to ensure problem has been adequately resolved.

- Perform post-resolution follow-ups with colleagues as required.

- Provide suggestions for continual improvement.

Skills and Experience:

- Able to use remote tools and diagnostic utilities to aid in troubleshooting.

- Experience working in a customer service environment

- Working knowledge of MS Windows

- Experience of Windows Server 2008 R2, 2012 R2, 2016

- Domain networks including Group Policy, Active Directory, DNS and DHCP

- A good understanding of firewalls, routers, switches etc

- Experience of mobile phones (iOS and Android)

- Prior experience working in an IT support role or helpdesk environment

- Experience of supporting customers across Microsoft technologies

- Remote Desktop Services or Terminal Services

- Strong time management skills, you should be familiar with working to a deadline

- You need to be courageous and be able to tell your line manager if you are struggling!

- College diploma/degree (HND/NVQ 3/BTEC 3 or similar) in a computer science or equivalent IT work experience.

Belt and Braces Stuff…

- You must be able to demonstrate your eligibility to work in the UK

- You must be available for a minimum of 35 hours a week, and be flexible towards working more if needed