2nd Line IT Support Analyst
Recruiter
Candidate Source Ltd
Listed on
27th September 2018
Location
Camberley
Salary/Rate
£26000 - £30000
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
An award-winning employer (voted ‘Best Outsourcing Company of the Year’ in the National Technology Awards) is seeking a 2nd Line IT Support Analyst to join its rapidly expanding team looking after the needs of their impressive client list based in modern, bright and stylish offices in Camberley. The team bring corporate technology to the SME market - specialising in providing technology solutions from the major global brands (such as Microsoft, HP and Cisco).This is a demanding environment to work in at times, but genuinely satisfying and great fun offering friendly and professional IT support, services and solutions to businesses across Surrey, Berkshire and Hampshire. The role comes with benefits including a company pension and gym membership and onsite parking.
Reporting to the team leader, the 2nd Line Support Analyst duties include (but are not limited to):
Giving sympathetic and proactive assistance to users of varying skill levels and industry backgrounds, using the appropriate language over the telephone or in-person (customer site visits).Updating and progressing outstanding calls and providing regular feedback of call status to the client.Prioritising calls and escalation of incidents and problems to the line manager.Working as part of small ad hoc project teams for things such as office fit-outs, server replacements, Office365 migrations, user moves and PC upgrades etc.Acting as a Technical Account Manager for a subset of specific customers (responsible for upgrades, regular reviews, recommending and replacing equipment and software, escalations and documentation (network diagrams and cab layout diagrams)).Keeping the client database and files up to date with current data and proactively updating it where possible. To be a successful 2nd Line IT Support Analyst you will have the following skills and experience:
Proven experience including diagnosing, repairing and solving hardware / software server and network related issues.Proven previous experience in a customer facing role and excellent customer service and communication skills.Ability to explain information in a professional and appropriate manner to clients of differing levels of technical knowledge, from a wide variety of industries.Demonstrate accuracy and attention to detail in work, and a desire to ensure the highest standards are maintained.Ability to schedule tasks, work to timeframes, work unsupervised and set / follow procedures.Full driving license - this role requires travel to client sites in the Surrey, Hampshire, Berkshire areas (and occasionally further afield / overseas) - pool car / vans are provided.Excellent level of experience of Windows 7 / Windows 10 and Microsoft Office 2010 / 2013 / 2016.Good level of experience with Office365 technologies (Exchange, SharePoint, OneDrive).Experience of Windows Server 2012, and Windows Server 2016, including Active Directory, File Permissions, DHCP / DNS services, backup and recovery and group policy.Experience of networking (switches and access points) and internet connectivity solutions (routers and firewalls).Apple Mac (OSX) experience is desirable.Mobile Device experience is desirable - e.g. iPhone, iPad, Android. The 2nd Line IT Support Analyst will be working patterns (some variance may be negotiable) as follows:
8.00 am - 4.30 pm, 9.00 am - 5.30 pm and 9.30 am - 6.00 pm.
We rotate these hours amongst the team and have a weekly shift rotation where possible.
In return, the 2nd Line Analyst will receive a salary of £26,000 - £30,000 per annum negotiable dependant on experience. Benefits include a company pension, gym membership, free parking local to site and some on site parking (first come first served).
No agencies please.
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