IT Support Analyst

Unity Recruitment
18 May 2017
17 Jun 2017
Contract Type
Full Time
IT Support Analyst
Responsible to: IT Support Engineer
Report to: You will report directly on a daily basis to the IT Support Engineer
Location: Elstree
Hours: 9am-5:30pm

Our client are a member of a rapidly growing group of companies within the fashion retail industry, they are delighted to be recruiting for an IT Support Engineer.

Core Requirements:
*Excellent interpersonal communication skills
*Fluent spoken and written English
*Ability to independently solve technical issues
*Enthusiastic and passionate about their work, focused and quick to learn
*Proactive approach to identifying ways to improve services
*Educated to a Comptia A+, Comptia N+ or equivalent level
*Solid Windows Desktop & Server knowledge, training & experience.
*Worked with Service Desk & remote support tools.
*A good understanding of Ethernet Cable grades i.e. cat5e, cat6, patching & testing.
*Must be able to provide proof of eligibility to work in the UK
*Clean Driving Licence and own vehicle

Essential Requirements:
*A good working knowledge of Microsoft Windows PC operating systems, particularly 7/8 & 10 and in particular their installation and configuration.
*Building, upgrading, installation and configuration experience of Windows Desktop PC's, Laptops, Printers, mobile phones & tablets.
*A good understanding of MS Windows Server Operating Systems including 2008R2 & above, MS Exchange 2010 & above, Anti-Virus Management (e.g. Sophos Enterprise Management console & end point protection), Draytek Routers & VPN setup, Network Infrastructure including HP Procurve switching.
*An understanding of systems backups and recovery i.e. Symantec Backup Exec or similar.
*Ability to produce written communications (e.g. training and/or reference documents) which are clear and readily understood.
*Ability to quickly identify problems with a view to providing a fast first time fix.
*Strong sense of urgency combined with close attention to detail.
*Proven ability to manage multiple projects/activities seamlessly within a fast paced setting.
*An understanding of standard IT Security principals to minimize risk to the business.

Key Desirable:
*Microsoft certifications in Desktop & Server Operating systems
*Understanding of & Experience with virtualisation technologies such as Hyper-V and or VmWare.
*An understanding of ITIL i.e. request, incident, problem & change management.

Key Responsibilities:
*To provide a help desk facility for urgent and on-going problems and to provide systems advice and support to 75+ users spread across multiple sites.
*The post holder's initial major task is to understand how systems work, to reach a level of competence to be able to support those systems as an individual
*Knowledge of Access databases and SQL is not essential but is desirable. Candidates would be expected to learn those systems.
*To undertake daily IT tasks and provide multiple levels of support, primarily first line & 2nd line support: First point of contact i.e. logging calls, escalating, maintaining and organising the service desk system. Managing communications and keeping users informed of progress.
*Providing computing support to the company. This includes giving advice on Microsoft Office Suite, local software installations, printers, as well as general computing support across the whole of the organisation. Answering queries from all levels of staff on the telephone or by email; these queries range from simple questions to more complex requests that need research and investigation, as well as urgent requests that need immediate attention.
*To audit IT equipment/software and create and maintain the database of computers, for identifying computers, IP addresses, serial numbers, locations etc. This database needs to be able to produce accurate information for maintenance, license compliance and asset renewal planning.
*Setting up new computers, or upgrading the operating system on existing computers, installing standard Microsoft products, anti-virus, online backups other programmes.
*Some networking and cabling of computers and printers, allocating a free Internet Protocol (network) addresses, entering the computer details in the IT database, and registering all hardware and software with vendors.
*Fault finding computer hardware and operating system faults; this can involve dealing with the problem at the person's desk, over the network or by having the machine in the office. If the problem is diagnosed as broken hardware then liaising with the maintenance company to get it repaired.
*Ensure continuous service of servers, outlook & shared folders and files
*Design, create and maintain various group websites
*Liaise with external IT support services i.e. third party support for core applications & serviced offices, telecoms providers.
*Carry out & document backups
*Work with IT Support Engineer in purchasing IT hardware and software for the company.
*Continually work with IT Manager to improve business working processes, looking for SMART ways to reduce both overall costs and efficiencies within the role.