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IT Support Analyst (2nd line)
Posted: Fri Oct 14, 2016 11:55am
Deliverables:
- Provide 2nd Line support to employees across all sites and functions
- Act as triage service for complex issues requiring resolution by 3rd line and or escalating to the Business IT Change team
- Own requests through to completion
- Liaise with staff to understand issues and challenges and to feedback findings to IT management
- User Administration
- Mobile Phone Administration
- Act as contact point during critical issues
- Manage systems in line with internal best practice and procedures
- Develop understanding of key line of business systems (Fishtalk, Niche, TeamSpirit, Q-Pulse, Dynamics AX, etc)
- Provisioning equipment for new employees
- Working with Business IT Change team during hand-overs of projects into Support/Live environment
- Opportunity to work on projects within both Infrastructure and Application Development areas to further boost skills and experiences
- After successful induction, take 1/3 share of on-call rota (additional allowance paid)
- Infrastructure issue troubleshooting and resolution working with 3rd Line where necessary
- Windows System/Active Directory management
Critical Competencies:
A Computer Science Graduate or with 2-3 years solid commercial IT support experience. The post-holder must be willing and able to understand and deal with IT issues affecting end-users so strong trouble-shooting skills are important as are experience/exposure to the following:
- Windows 7/10 desktop
- Windows Mobile/iPhone/Android
- Windows Server 2008/2012
- Active Directory
- VMware or other virtualisation technology
- Networking skills (TCP/IP, DNS, DHCP)
- Configuration of PCs and Laptops
- Asset Management (Hardware/Software) – Licence Compliance management
- Microsoft Office application Suite
- SQL Server Enterprise 2014 advantageous
Experience:
- Graduate or with 2-3 years solid commercial experience. Willingness to learn and adapt are as important as experience and qualifications. Industry experience advantageous but not essential.
Other Significant Role Requirements & Technical Knowledge :
- The post holder must be willing and able to travel to any and all sites as part of their role.
- Excellent spoken and written work and strong customer support skills are essential.
Job Type: Permanent
Salary: £30,000.00 /year
Contact Matt on 0131 523 1418 / [email protected]
