Senior IT Technical Analyst

£35,000-£40,000 | Full-time | Permanent

Coleshill, Birmingham

We are seeking a talented 3rd line Senior IT Technical Analyst for our professional IT team, providing cloud, server and desktop support.

You are a:

Enthusiastic, professional, customer orientated individual from an IT Services or complex IT multi-site corporate background.
Skilled in cloud, hardware, workstation, client and Server operating systems, application and network support in a service desk environment
Your application will demonstrate 24+ months technical support experience in a busy customer led service desk.

Daily Activities

Ownership and managing call queues within SLAs; 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.
Technical ownership of project delivery.
Creating technical documentation – to enhance and improve knowledge-base.
Undertake out-of-hours support and 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 and 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 Senior Technical Analyst, you will have experience of:

Active Directory and Group Policy (AD) Migration, synchronisation, replication and deployment.
Group Policies (what are they, how they are enforced and implemented).
MS Exchange (management of user accounts, ‘how do I’ support advice, access requests and maintenance)
MS Office 365 (Migration, management of user accounts ‘how do I’ support advice, access requests and maintenance).
Remote Desktop Services/Terminal Server (trouble shooting, connection issues and setup)
LAN & WANs, TCP/IP, DHCP, Wi-Fi, DNS, VPN, switching, routing (basic networking understanding)
Knowledge of application support (client expectation/vendor management; liaison between the client and vendor)
Knowledge of Microsoft EM&S / InTune
Knowledge of Microsoft Azure backup and Azure site recovery
Advantageous but not essential knowledge of Microsoft Teams and Skype for Business

Ideal Qualifications:

Package

As a member of our Technical Support team you will receive: