Senior IT Support Analyst
Recruitment Genius
Rushden, Northamptonshire, United Kingdom
8d ago

This company is looking for a Senior IT Support Analyst to support the business with all IT functions, maintain a high level of service and work towards their standards as per their support charter. Their team goal is :

  • To provide the best service they can
  • To reply with courtesy and professionalism
  • To resolve all queries or problems within 24 hours
  • To reach and maintain senior level within the team
  • To communicate with the business Tasks and Responsibility
  • Respond to all tasks, issues and change requests assigned through helpdesk system.
  • Record all activity in helpdesk system.
  • Maintain a high level of admin for logged calls as per support charter
  • Escalate P1 calls to senior management as per support charter
  • Work within agreed call priorities and escalation procedures as per support charter
  • Communicate thoroughly and efficiently with the business
  • Work as part of a geographical distributed team.
  • Take ownership of own workload
  • Liaise with other colleagues in the support desk, Tech team and ERP teams.
  • Troubleshoot / Resolve end user technical issues
  • Maintain back end systems (Anti-virus / Backups etc)
  • Deploy PCs, Handhelds and mobiles to users as required.
  • Roll Out new systems, software and upgrades
  • Maintain Wi-Fi, LAN switches and other PC infrastructure systems
  • Ensure software deployed is compliant with licensing and other policies.
  • Maintain Group Policies, Checkpoint and other control technologies
  • Produce and publish documentation
  • Undertake training and research to maintain knowledge of current technology and systems. Required Knowledge / Skillset
  • Microsoft Technologies o Active Directory, o Windows Server o Windows Clients o Office Suites o Exchange
  • Cisco Meraki
  • Checkpoint Endpoint
  • Solid understand of networking protocols and principles (LAN / WAN)
  • Cisco CCNA desirable
  • Previous experience in a technical support role Essential individual attributes :
  • Excellent technical ability in one or more portfolio areas (List above)
  • Very good technical understanding of current leading technologies, suppliers and industry terminology
  • Able to prioritise under pressure and work to deadlines
  • Excellent decision making, judgement, planning and organisation skills
  • Flexible, calm and approachable, can do’ attitude
  • Solid customer relations skills to understand customers concerns and requirements
  • Ability to work well within team, supporting other team members
  • Willingness to gain relevant qualifications and accreditation's Salary and Benefits o Salary between £35,000
  • £38,000 annual o 25 days holiday plus UK bank holidays o Out of hours on call allowance o Company Car / Allowance Special Terms and Conditions The job holder must undertake to work outside normal working hours at weekends when required.
  • Job Holder must hold clean UK Full Driving License Some travelling (including international) may be required to for team / department meetings and on site working.

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