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Form of work
SalaryIT Support Analyst required to join leading Engineering Group focussed on providing solutions to the Energy , Defense and Science sectors.
You will be resonsible for:
- Providing 1st, 2nd and 3rd line support to users with troubleshooting and technical support via phone, web-based tools and email as required
- Recording , categorising, monitoring and resolving service requests and incidents in the Helpdesk management software
- Liaising with users and both internal and external support resources, keeping users informed of the status of the incidents which they have logged and expediting their resolution - escalating as necessary to meet service level targets
- Working to improve the reliability and delivery of all elements of IT services
- Ensuring that all employees have appropriate IT facilities to enable them to perform their roles and advise all employees and guests on the effective use of IT facilities to meet their business needs
- Administering all aspects of the IT infrastructure including communications, PCs, peripherals, software, networks and servers
- Following and applying IT policies and procedures accordingly
- Escalating IT issues as appropriate to the Head of IT and other colleagues
- Working as part of a team to achieve the departmental objectives
- Developing an understanding of on-going developments in Information Technology and IT Support
- Creating documentation, procedures and reports as required
- Visiting regional offices, remote sites and/or cover colleagues as deemed necessary
- Reviewing and suggest improvements to the team in light of projects, changes and business growth
- Communicating courteously with all contacts, build positive relationships, investigate, respond to and progress issues and queries to a successful conclusion at the earliest time
Candidates must have the following:
2+ years in an IT Support environment
A demonstrable record of delivering effective fault resolution
Strong knowledge of Office 365, Windows 10/11, Anti-Malware, Network Switching, Cabling and Patching
Knowledge of TCP/IP, DNS, DHCP, SNMP and IP Security
Experience with PC Build management techniques
Sophos security products and VPN
Desirable skills include:
Experience of process management and improvement using ITIL best practices
Knowledge of Application Deployment via AD, GPO, RIS, MSI or scripts, Azure management
Knowledge of Firewall technologies
For full details please contact Katie Collins
