IT Analyst - Aldridge

Vantage Consulting
20 Mar 2019
31 Mar 2019
Contract Type
Full Time
Role Specification


IT Support Analyst

Business Function:



Salary Range £22,000- £26,000 dependent on experience

Reporting to:

Customer Services & Infrastructure Manager

Business Division:


Purpose of the Role:

The IT Support Analyst primary function is to troubleshoot and resolve a variety of technical issues for clients using Protech software applications and websites. Additionally, the role requires the Analyst to carry out software releases to clients as and when new versions are made available by the developers. The role requires strong technical and interpersonal skills in order to meet and exceed client expectations.

Key Responsibilities / Activities:

The support analyst will join an established support team, working in a relaxed and non-corporate atmosphere.

* Fully engage with clients by telephone & email to assist with problem resolution and to keep clients fully informed of progression from logging to resolution.

* Prioritise and manage workloads to ensure SLA’s are met.

* Play an active role in continuous improvement initiatives.

* Communicate effectively with other departments in the business.

* Use Service Management System and other internal systems to log accurate and timely updates to issues.

* Document technical activities in the form of knowledgebase articles, processes & procedures where appropriate.

Essential Skills and Experience:

* SQL Server – Strong knowledge of administering & troubleshooting SQL server

* Using SMS to run queries and other troubleshooting tasks

* Perform Backup & Restore of databases & tables

* Troubleshoot & fix issues with Stored Procedures

* Replication

* Performance tuning

* Windows OS – Good knowledge of administering & troubleshooting Windows OS (Desktop & Server)

* Windows 7, 10 Desktop OS

* Windows 2008, 2012, 2016 Server OS

* IIS - sites, app pools, permissions, certificates

* Active Directory

* Group Policy

* Citrix & Remote Desktop Services

* Configuring application delivery

* General administration of users, permissions etc

* Software Deployment

* Experience of application software release processes & procedures

* Experience of software development cycle


* Experience of reviewing API logs to assist with troubleshooting

Preferable Skills and Experience:

* VMware & Hyper -V

* General administration & troubleshooting of virtual infrastructures

* Backup & Restore of VM’s

* Networking

* Understanding of TCP/IP addressing & protocols





* Firewalls (F5 experience is desirable)

Key Non-Technical Skills:

* Excellent interpersonal skills to communicate with clients, suppliers & Internal staff

* Excellent written skills to communicate & document activities

* Ability to work to deadlines

* Manage workloads

* Ability to work as part of a team

* Have a ‘Can do’ approach to all tasks

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