Support Analyst

Jenrick IT
Newport (Casnewydd)
£28000 - £30000 per annum, Benefits: Flex Pack, Bo
13 Nov 2017
16 Nov 2017
Contract Type
Full Time
A great opportunity to join a fast growing company that are changing the way support is delivered.

There is fast track for promotion and the opportunity to progress your career.

Purpose of Role:
As a Support Infrastructure Analyst, you will be among the most experienced of the Infrastructure Team and will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

Technical Experience:

Experience in troubleshooting relevant, common technologies such as:

- Microsoft Windows Operating Systems including Active Directory, Group Policy.
- Virtualisation (e.g. VMware, MS Hyper-V)
- Enterprise Storage (NetApp - Clustered Mode, Dell EqualLogic)
- Microsoft Exchange
- Cloud Technologies (Office 365, Azure)
- Networking (configuration & troubleshooting of firewalls, routers and switches)
- Citrix (XenDesktop / XenApp)

Job Requirements:

- Based at the customers primary site you will be required to act as the on-site Infrastructure Analyst within the team providing a mixture of Infrastructure and End User Computing support.
- Perform in-depth troubleshooting and remediation for various case types including Incidents, Events & Problems.
- Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and performance.
- Receive escalations from the Infrastructure Lead, ITSM or CSM to effectively achieve the highest level of customer service.
- Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
- Implement approved Change Controls both within and outside of hours (where agreed).
- Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
- Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
- Develop, over time, a knowledge of our customers` businesses and organisation, including key users of technology and their needs

Candidate Profile:

The successful candidate:
Will be eligible to live and work in the UK.

- Will have a full UK/EU driving licence.
- Will be able to work under pressure
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