Technical Support Analyst

Location
Coleshill
Salary
£22000 - £30000 per annum
Posted
16 Apr 2018
Closes
14 May 2018
Ref
00081459
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
This company was established in 1995, delivering world class IT support services & consultancy, they are market leading with their independently verified Investors in People certification.

They are seeking a talented 2nd/3rd line Technical Support Analyst for their professional IT team, providing desktop & server support based in Coleshill, Birmingham.

You are a:

Enthusiastic, professional, customer orientated individual from an IT Services or complex IT multi-site corporate background.

Skilled in hardware, workstation, client and Server operating systems, application and network support in a service desk environment.

Your application will demonstrate 12+months technical support experience in a busy customer led service desk.

You will provide first response telephone & remote support, logging calls via a service management system, to support clients.

Daily activities will include, not limited to:
- Ownership & managing call queues within SLA's; resolving technical issues in a professional manner
- Being mindful of client needs to proactively deliver customer satisfaction consistently
- Keeping clients fully informed of progress at every stage with quality service
- Creating technical documentation - to enhance & improve knowledge-base
- Undertake out-of-hours support & on-site support in a rota
- Engage with line management; taking personal responsibility for career goals via appraisals
- Work in a team of world class IT professionals - delivering quality and value

You will be:
- An effective communicator, confident in your own ability & respectful of other's opinions
- Committed to getting best results, first time - recognising areas to develop
- Dedicated, well presented & focused on quality
- Well-spoken, personable with ability to put people at ease
- Able to manage your own time and tasks with awareness of company and team needs
- Interest in the latest platforms and technologies to support new technologies

As a successful 2nd/3rd line Technical Support Analyst, you will have experience of:
- Active Directory (managing user accounts)
- Group Policies (what are they, how they are enforced and implemented)
- MS Exchange (user accounts, 'how do I' support advice, access requests & maintenance)
- MS Office ('how do I' support advice, trouble shooting & general support)
- MS Office 365 (user accounts mgmt., 'how do I' support advice, access requests & maintenance)
- Remote Desktop Services/Terminal Server (trouble shooting, connection issues & setup)
- LAN & WANs, TCP/IP, DHCP, Wifi, DNS, VPN, switching, routing(basic networking understanding)
- Knowledge of application support (client expectation/vendor management; liaison between the client & vendor)

Certification, below would be ideal (or willingness to obtain these with support)
- CompTIA A+ Maintenance
- Microsoft MCP, MCSA/MCSE

Role is based in Coleshill with onsite parking, commutable from Wolverhampton, Coventry, Birmingham, Solihull, West Midlands or Warwickshire.

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