Technical Support Analyst

£25,000-£30,000 | Full-time | Permanent

Coleshill, Birmingham

We are seeking a talented 2nd/3rd line Technical Support Analyst for our professional IT team, providing desktop & server support.

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 and remote support, logging calls via a service management system, to support clients.

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.
  • Basic knowledge of Internet Firewall and Ethernet switching in a business environment.
  • 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 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 and general support).
  • MS Office 365 (user accounts management, ‘how do I’ support advice, access requests and maintenance).
  • Remote Desktop Services/Terminal Server (trouble shooting, connection 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)

Ideal Qualifications:

  • CompTIA A+ Maintenance.
  • Microsoft MCP, MCSA/MCSE

Package

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

  • Competitive salary
  • Financial support for continued attainment of professional IT accreditations
  • Flexible working hours
  • Free parking
  • Air-conditioned office
  • 20 days holiday increasing with service (plus bank holidays)
  • Travel insurance
  • Paid overtime
  • Pension
  • Office 365 subscription for personal use
  • PerkBox

Apply Now

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