IT Support Analyst

28 Nov 2018
09 Dec 2018
Contract Type
Full Time
About Our Company:

Apogee is Europe’s largest independent managed services provider of print, document and process technology.

We also provide Digital Document Services which includes an in-house team of fully qualified engineers who provide true 24/7 outsource print capabilities. We are the only UK Company specialising in the provision of both in-house and outsource complete document solutions.

The Role:

We have an opportunity for an experienced IT Infrastructure Analyst to join our very busy, fastpaced IT Infrastructure department, where you will assist in supporting end users and systems across the UK and European operations.

The successful candidate will provide support to the 1st line function of the IT Infrastructure Team working closely amongst a geographically spread team within the business and assisting the Infrastructure Engineers where needed to resolve more technical issues as they arise.

* This opening in the IT Infrastructure team requires strong customer facing skills, with a hands on approach and excellent communication skills both written & verbally.

* Experience of working within an IT Service Desk environment is essential, as is the ability to follow processes & procedures.

* Our current end user support base is circa 1100 people within the organisation.

* While this role is based at our Head Office in Maidstone, there is some element of travel within the role in order to support our client base.

* Travel will be occasional and with advanced notice where possible.

* Experience of desktop operating systems such as Windows 7 & Windows 10 is essential, as is exposure to the Microsoft Office Suite (Word, Excel & Outlook).

* You will need to demonstrate an attention to detail, commitment and flexibility in dealing with unforeseen operational requirements.


* An understanding of installing, upgrading, general development of software applications, along with building, installation and the upgrading of hardware

* An understanding of Microsoft Active Directory, knowledge of creating & administration of user accounts.

* Experience of working with PC’s, laptops and mobile devices to provide issue resolution.

* Troubleshooting of basic LAN, WAN, & Wi-Fi environments.

* Supporting the Avaya IP telephony environment.

* Working as a team to support the end user base.

* React to alerts from monitoring platforms to prevent issues escalating within the business.

* Work with 3rd party suppliers where necessary to perform issue resolution.

* Work via the IT Service Desk to resolve tickets in a timely & satisfactory manner in accordance with the Analysts ticket SLA’s.

* Work efficiently and accurately in a fast-paced environment.

* Work under own initiative, sometimes under pressure.

Person Specification:

* Communicating effectively & responsibly with end users.

* Knowledge of Anti-virus and anti-malware methods and solutions.

* Component level understanding of IT infrastructure.

* Knowledge of ITIL working practises is an advantage

* A proven record of providing 1st Line support in a busy IT environment

* Basic understanding Windows Server 2008 / 2012 R2

* Good understanding of Windows 7 & Windows 10

* Working within a team environment

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