1st/2nd Line Support Analyst
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Sitting within the IT Team, the 1st/2nd Line Support Analyst is responsible for providing support (both onsite and remotely) to our offices throughout Europe. The ideal candidate will have a passion for providing IT support and will have a genuine desire to help. They will have excellent communication skills and a willingness to learn. In addition the Support Analyst will have strong team working skills and a flexible approach.
Role Components:
Customer experience
Results driven
Flexibility and initiative
Communication skills Frontier Ambassador
Role Component and Responsibilities & Deliverables:
Customer Experience:
Provide excellent customer service to all colleagues working onsite and remotely.
Deliver first class advice and support to ensure an outstanding employee experience.
Respond to all ad-hoc requests in a timely and efficient manner.
Results Driven:
Manage incidents and requests in a dedicated management tool.
Demonstrate a "can do" attitude when responding to different requests.
Demonstrate good time-management and organisational skills.
Have a desire for continuous improvement of own knowledge and wider IT solutions.
Deliver against key objectives and understand, and succeed in, SLA attainment.
Flexibility and Initiative:
Travel to all European offices (when required) to support colleagues and assist with offices moves/expansions.
Ability to handle multiple tasks.
Prioritise urgent requests across all Frontier offices.
Ability to "think on your feet" and react positively to varied or difficult situations.
Support with project work and out of hours/weekend cover.
Help and assist other team members.
Communication Skills:
Exceptional communication skills; both verbal and written.
Provide weekly metrics to the recruitment manager as required.
Frontier Ambassador:
In line with the firm's values of Open, Interesting, Profitable and Fun all members of the IT team are expected to;
ensure an outstanding employee experience,
deliver first class advice and support,
embed the values of the firm,
create open channels of communication,
promote continuous development and improvement, innovative ideas, future focused IT
be neutral, friendly and approachable
Technical Skills and experience
Essential Experience
Proficient use of all Office 365 applications.
Good knowledge of Desktop applications and operating systems knowledge (Windows 10/Server 2016/O365).
Technical fault diagnosis skills.
Basic Active Directory/Exchange/O365 administration desirable (training can be provided)
Laptop deployment, basic SCCM knowledge
Exposure to Networking including switches, routers (DHCP,TCP/IP, DNS, cabling)
iOS and Apple Devices, MDM
Audio and video conferencing solutions
Printing and Scanning Solutions
Patch Management
Incident or problem management
Desirable Experience
Relevant Microsoft and Networking qualifications, CompTIA A+ and N+ or relevant experience or willingness to attain*
At least two years relevant work experience
Experience working in a high volume environment
Behavioural competencies
Genuinely excellent people skills; exemplary professionalism, enthusiasm, positive energy, openness and integrity (eschewing any "office politics")
Self-Managing - Ability to handle multiple tasks with limited direction
Change orientated - Has a flexible and adaptable approach to problem solving
Judgement - Trusted to make sound decisions and is seen as a trusted advisor
Communication - An open and confident communicator can communicate at all levels (internal and external)
Open - Is approachable and works collaboratively
*The company is also willing to provide funding for relevant professional training courses in addition to providing access to learning resources and continuous development in the role.
