Technical Support Analyst

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IT Services and Cloud Solution Provider with offices in Dudley and Sheffield seeking Technical Support Analyst. A fresh minded growing company providing services to a diverse array of clients from accountants to motor sport. Seeking a keen, driven individual to assist in the delivery of first class support of and installation services to the current and growing client base. Time will be split between office based service desk and onsite installations/support. The selected individual will be joining a forward thinking business with great exposure to various technologies and solutions.

Duties involved:

To take and log helpdesk calls

To provide 1st 2nd line technical support to a diverse array of clients (telephone / remote support)

Provide onsite support & installations

To take ownership of user problems from logging, prioritising through to resolution

To be proactive when dealing with user issues keeping the client updated on the status of their support query

To log and action issues identified by proactive monitoring

To support and maintain all levels of appropriate documentation

To assist in the maintenance and administration of hosted solutions

Essential Experience:

Previous experience working in a role providing a high level of 1st and 2nd line desktop & server support / Helpdesk (telephone support) experience

Excellent telephone manner

Knowledge of Microsoft based server operating systems with emphasis on Windows Server 2008, 2012 & 2016

Strong knowledge of Microsoft based desktop operating system Windows 7/8/10

Working knowledge of Exchange server 2010 / 2013 & Exchange Online (Office 365)

Experience with using and troubleshooting Outlook 2007 / 2010 within a network environment (permissions, calendar sharing, delegation)

Experience of managing shared folders and printers in a network environment

Knowledge of network and firewall administration, Active Directory administration - users creation, group memberships management, password management

Desirable Experience:

DNS/DHCP/VPN/VLAN/Firewalls

Group Policy

Microsoft / certifications desirable

Server installation / migration experience

Linux server exposure Ubuntu, Centos

VoIP/SIP/Telephony Exposure

Previous VAR / Reseller experience