Technical Support Analyst

///Technical Support Analyst

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Location: Leeds

Job Type: Permanent

Job start: 9/5/2018

Rate: From 24000.00 to 27000.00 GBP per Year

Job description: IT SUPPORT ENGINEER

Our client is in the business of marketing services. They specialise in integrated marketing services that improve communications between brands and their customers. They optimise marketing activities by adding value to their customer and prospect communications, online and offline. They work with their customers on the planning, creation and delivery of their marketing communications and POS material.

Key responsibilities:

·Respond to all first-line support calls received by phone or email and desk side, resolving employees’ issues or escalating to support teams if necessary.
·Answer all enquiries promptly, politely and professionally, adhering to the SLA agreements we have with our user base.
·Log all support calls received by email or phone into the helpdesk software.
·Provide full IT systems support, monitoring system logs and managing email, domain accounts etc.
·Promote and understand the business’s IT policies and procedures, ensuring they are adhered to at all times.
·The creation and maintenance of key documentation.
·Management of the Solarwinds WHD work queue ensuring jobs are picked up promptly and dealt with effectively by the appropriate resource.
·Sharing knowledge and experience with operational staff
·Adhere to all Communisis standard policies and procedures.
·Proactively identify process improvement opportunities and support continuous improvement initiatives.
·Proactively identify problems and report/log them to be dealt with by the Problem Management process.
·Handle escalations and requests from users, customers and colleagues in a positive, helpful and constructive manor with the end goal being to maintain user and customer satisfaction.
·Keep the records of assets affected by your activities up to date and accurate.
·Be vigilant and proactive with regards to the operational infrastructure to spot issues and potential issues before they become service affecting incidents.
·Be aware of, understand, and comply with our software licensing processes.
·Streamline processes and procedures to maximize efficiency and productivity
·Main point of contact for IT Infrastructure.
·Prioritise Incidents and aid customers in line with business needs.
·Create and maintain support documentation to benefit both yourself and for the wider team.
·Provide support for the MDM environment across the business

ESSENTIAL:

·Must have a minimum of 2 years’ IT support experience in an enterprise level organisation supporting both Windows and OS X operating systems with various flavors of Office as well as good understanding of Apps support.

KNOWLEDGE:

·Excellent working knowledge of Mac OS X and Windows Desktop OS’s , covering but not limited to Windows XP, Windows 7 Windows8/8.1 & Windows 10, Office 2010/2011/2013/2016/365,
·Anti-Virus and Drive Encryption software, both trouble shooting and deployment currently McAfee, Safend/Bitlocker console
·Good working knowledge of Active Directory, IP based Telephone Systems, Networking topology and underlying principles (OSI Model)
·Strong internal and external customer interface experience
·Strong investigation and trouble shooting skills
·Experience of IT support across large enterprise estates with exposure to variety of technologies

DESIRABLES:

·Awareness of ISO Quality and Security Standards (27001:2013)
·MS Powershell for administering Service Desk utilities/toolkits
·HTML/PHP/SQL for maintaining the CSIP server
·MS MDT for deployment of the build server environment. To administer W10 deployments
·OS X Support Essentials
·MCITP / MCDST
·ITIL V3 Foundation

Job reference: JO0000009432

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By | 2018-05-11T08:34:02+00:00 May 11th, 2018|Jobs, Support|Comments Off on Technical Support Analyst