Tech Support Analyst

Do you want to be part of a business that is doubling in size over the next 2 years? Do you have 2 solid years experience within the IT field?

 If so, this role could be a perfect fit for you.

About the company

Our client is predominantly based in London with 3 offices in and around London, and a further 2 opening in SE and Maidenhead

Position overview

As a 1st/2nd  line support, this role is responsible for providing timely and effective assistance to end-users with their IT related issues. The role ensures smooth day-to-date operations, minimises downtime and enhances user satisfaction by addressing IT concerns promptly and accurately.

Responsibilities

  • Be the first point of contact for all IT issues/requests.
  • Diagnose and troubleshoot hardware and software issues, including desktops, laptops and peripherals
  • Collaborate with other team members to resolve complex technical problems and ensure timely issue resolution and contribute to the development of proactive solutions.
  • Install, configure, and maintain software applications, operating systems, and network components while ensuring compatibility, security, and optimal performance.
  • Perform routine system maintenance, including updates, patches, security configurations and backup checks.
  • Educate users on basic technical procedures and best practices to enhance their overall IT experience.
  • Document and track support incidents, resolutions, and workarounds in a detailed and organized manner.
  • Escalate unresolved issues to other team members or appropriate external vendors as needed.
  • Assist in the setup and maintenance of user accounts, permissions, and security settings across various systems and Get Living applications.
  • Provide user training and guidance on utilizing IT tools effectively, promoting self-help resources, and encouraging best practices.
  • Document technical procedures, solutions, user guides and knowledge base articles to enhance the team’s efficiency and support capabilities.
  • Participate in IT projects, such as system upgrades, migrations, and deployments, contributing technical expertise and support as required.

Candidate requirements

  • Enthusiasm for technology!
  • Essential experience of working in a ITIL environment.
  • Experience in a technical support or helpdesk role supporting a Microsoft environment (ideally min. 2 years).
  • Strong understanding of Microsoft operating systems and the Microsoft Office Suite.
  • Understanding of cloud technologies specifically Microsoft Azure and all Microsoft associated management platforms.
  • Experience with troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices.
  • Knowledge of network protocols, connectivity, and basic network troubleshooting.
  • Experience with remote support tools and techniques.

Salary: £38,000 – £40,000 pa

Reference: JR749