Technical Support Analyst

Role: Technical Support Analyst

Salary: £25,000 – £30,000 (Depending on experience)

Contract: Temporary to permanent

Office location: South west London

Start: Immediate (You should be available to start on a short notice)

The role is to primarily perform 1st / 2nd line IT Infrastructure Support ensuring the stable operation of the in-house computer Technology infrastructure, inc Server, desktop and telephony operations based in the UK+I offices and support of the remote user base.

This includes performing the role of interface between the various business departments, vendors and IT in order to plan and execute Infrastructure related project tasks and assisting corporate/regional IT, installing, configuring, maintaining and supporting the environment. The individual will also troubleshoot issues, via analysis and resolve end user hardware and software computer problems in a timely and accurate fashion providing end user training where required.

This position is for an experienced support professional preferably with solid experience in MS Windows 7/10 and Office 20xx application suite technologies, Windows Server 20xx, SCCM Administration, Avaya CM6 IPT and around the Apple product portfolio in a corporate environment. An enthusiastic, dedicated, driven individual, always keeping up to date with new technologies and releases and equipped to tackle any infrastructure related issue that may arise looking for a move to succeed in a technical environment.

Major activities and responsibilities

Management of desktop and mobile technology including:

• Ensure day to day operations meet all required service levels
• Ensure proactive and timely manner private data processing standards according to GDPR or other Legal/Compliance requirements.
• Log all incidents and service requests from first call to completion.
• Resolve incidents and service requests efficiently and effectively.
• Understand and utilise proactive monitoring tool sets and deal with alerts appropriately.
• Keep users regularly informed of the progress of their call in accordance with company guidelines.
• Liaise with 3rd party vendors as required; managing them to provide effective resolutions for issues.
• Identify new technologies (or upgrades to existing technologies) with possible innovative application for the company. Upgrade technologies appropriately to ensure continued meeting of service levels.
• Direct service management activities to ensure prompt resolution of issues, properly track incidents, and develop a means to implement continuous improvement to reduce re-occurrence of incidents.
• Manage service incidents/requests in alignment with ITIL process.
• Work with IT risk management and security to reduce IT and business risk.
• Follow change management / demand management activities to minimize risk of business downtime.
• Manage the local and regional desktop landscape and ensure sufficient capacity, availability, and throughput for applications.
• Installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.

Operational Management

• Manage servers, including Intel implementations. i.e. file / print, and backup servers and their associated operating systems and software.
• Assist with management/administration of local client security solutions, including firewall, anti-virus, and intrusion detection systems.
• Provide assistance (remote hands – on instruction from corporate IT) for remote troubleshooting for on-site network hardware and equipment,
• Ensure network connectivity of all workstations and phones.
• Administer equipment, hardware and software upgrades.
• Administer end user accounts, permissions, and access rights.
• Perform system backups and recovery.
• Reporting directly to IT Technology Manager, UK operating through a matrixed environment including direction for local tasks through local management and regional support and manufacturing management.

Background requirements

• 2-3 years IT technology experience
• Experience in working across Europe in different cultures (preferable)
• Ability to liaise between various non-technical business units and IT in regards to technical information and plans
• Understanding of ITIL methodology
• Knowledge of PC hardware, Microsoft technologies including, but not limited to Active Directory, Exchange, Cloud based services, Cisco, Apple user technology.
• Strong analytical and quantitative problem solving skills
• Demonstrated history of establishing and maintaining strong relationships
• Excellent written, verbal, negotiation and presentation skills
• Proactive, well organised with strong project management skills and the ability to work under pressure with tight deadlines