Location: London, London
Post: UK Technical Support Analyst
Job Type: Contract
Salary: £0.00 per day
Personal Skills:
UK Technical Support Analyst (London):
FUNCTION
The UK Technical Support Analyst for London (UKTSAL) will be working in a Microsoft Windows Intel-based server and PC technology infrastructure, and is expected to be proficient or attain a knowledgeable level of expertise in these areas for London and European offices.
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- NOTE: The UKTSAL position is also secondarily a backup technical support role for any of the other offices within Europe as directed by management.
MAIN RESPONSIBILITIES:
The UKTSAL (primary tasks are shown in bold):
- Must provide first & second line support for both hardware and software problems. Where the UKTSAL does not have the technical expertise to resolve a problem they may call upon senior internal IT staff and existing technical suppliers for support.
- Needs to become proficient with internal systems, to support all business staff in the use of this key program. Also, should be generally conversant with web technologies and their application to business.
- Is responsible for handling calls from staff, troubleshooting over the phone, and essentially perform the help desk function for the country, with assistance from the other IT staff. The UKTSAL will be responsible for logging faults with suppliers and maintenance providers to ensure equipment / software issues are resolved in a timely manner. Work with the appointed preferred vendor for in-house 3rd line support and installations.
- Will be responsible for assisting with any installation, movement or maintenance of PC and server hardware under the existing group maintenance contracts, with direction from the UK IT Manager (UKITM)
- Assist with planning and undertaking of office moves throughout the UK / Ireland as directed by the UKITM and management.
- Will assist with providing day to day monitoring of the networks in liaison with UKITM to ensure that the system is operating efficiently for the users with the main goal of keeping the server running at all times (or at least 99% uptime).
- Will provide user administration under Windows 2003/2008, and Exchange 2007/10, SQL 7/2008, e.g.. Adding/removing users, backups/restores, disk management, log files.
- Is required to assist / perform daily backups of the servers and to become familiar with the Backup Exec / Microsoft Data protection management software in the advent of users requesting restores of previously backed up information. Also, daily checking of back up logs required.
- Is required to train staff in the basic operations of their computers, phone manager software, the file structures they must work within on the server(s) and assist on the applications where they can. Advanced training of software is to be sought through UK Training Manager, or sourced externally, and the UKITM will organise or direct training programmes in conjunction with management for staff as required.
- Is required to maintain a tidy and secure operation for the UK offices, eg. storage of software disks, hardware and manuals.
- Is required to notify of any hardware movements within the office so that the central database for group equipment is kept up to date.
- Will be required to work on group specific projects as directed by the European Group IT Director and the European Group Finance Director. Flexibility is key to this function.
- Is responsible for the management of the network equipment and cabling system in liaison with UKTPM & UKITM, including the integrated telephone/data patch panel, eg. patching in/out computer and telephone connections.
- Will need to become familiar with the PABX systems of RMC to assist in providing technical advice and support for (or as) the Office Manager designates.
- Will need to become familiar with Right’s multi-media presentation equipment, and ensure the systems are fully operational and to call upon suppliers when problems arise.
- Is also required to keep abreast of any technologies that may be of benefit to the business and to look for opportunities or improvements within the existing systems.
- Understand and accommodate the needs of Corporate, the European hub, staff and candidates to provide the best service at all times, with due consideration to company and legal rules and regulations.
- All other duties as directed.
OTHER REQUIREMENTS:
Travel:
The UKTSAL may be required to provide support to other European offices, and as such must hold a valid passport to be able to travel abroad as directed. Must also have a valid and clean UK drivers licence.
Languages:
Currently my client has offices in: Belgium, Denmark, France, Germany, Holland, Ireland, Italy, Luxembourg, Norway, Spain, Sweden, Switzerland, and the UK. The UKTSAL will have good spoken and written English skills, and fluency in any language relevant to the countries above, etc, would be a distinct advantage.
Reporting:
The UKTSAL is required to report on activities / progress on a weekly basis to the UKITM, including a written status report.
Self Management:
Ideally the UKTSAL will be comfortable working with occasional guidance, and be largely responsible for their own daily activities. Well developed soft skills including project management are ideally required.
Weekends: Occasional weekend and weekday after hours work is required.
Qualifications / Exp:
A minimum of a Computing Technician or Engineering Diploma degree ideally is required to suitably fulfil this role, in addition to at least 2 years hands-on and frontline support. Must have MCSE level skills, or through work and training attain this qualification.
A thorough understanding of Intel hardware, UTP network equipment and cabling, Microsoft office applications, and general computing concepts is essential for performing the varied tasks.
Commitment: An individual who can seek and fulfil challenges, grow in experience and ability, and adapt as RMC expands throughout Europe.
PROFICIENCY IN:
To succeed in the role you should ideally be technically strong in the following:
- Windows XP,Windows7, Windows & Exchange 2000/2003Pro/Server/Enterprise.
- Extensive ‘hands on’ experience in WAN/LAN operations and management.
- Experience with set up, maintenance and upgrades of PCs and servers.
- Familiar with Broadband, leased line, LES connectivity.
- Install/configure/troubleshoot network hardware, such as routers, switches, servers, PCs, network cards, etc.
- Experience with Microsoft Exchange server 2003/07/10
- Learning new hardware and software systems, as well as languages, quickly and effectively.
- Experience with Netscreen & PIX firewalls and configuration of remote access VPN software.
- Experience supporting web-based thin client applications and associated technologies.
Other attributes sought:
- Innovative: suggest ideas, solutions to problems and be creative.
- Customer Focused: understanding and empathising with clients is vital to ensure service is delivered appropriately, and staff have confidence in our services.
- Proactive: if an issue exists, and no clear person is attending to it, use discretion to take ownership and help the business run smoothly.
- Approachable: always be welcoming & courteous.
CVs should be sent to me asap to indicate your interest and I will call you to discuss further information and arrange an interview!
