Senior ICT Support Analyst – Normanton

Working hours: Five days per week, 40 hours

Job Function: Responsible for providing support for ICT systems and services from 1st to 3rd line. You will ensure the secure, effective operation of all ICT systems alongside our support partners.

Reporting to: Group ICT Manager

Liaising with: All staff, 3rd Party Vendors

The ideal candidate will be an experienced ICT Support Analyst with at least 5 years’ experience in an ICT support or similar role. The candidate should have strong knowledge of Microsoft 365 Suite including Defender, Intune and other relevant technologies. This role involves resolving escalated support issues, leading IT projects, maintaining security best practices, and providing technical expertise as well as 1st Line cover.

Key responsibilities and accountabilities include (but are not limited to):

1. Providing user support via phone and our ticketing system (HALO ITSM).
2. Diagnosing and resolving a wide range of hardware and software issues such as routers, switches, access points, PCs, laptops, printers, VoIP telephony, etc.
3. Manage Intune for Mobile Device and endpoint management including device enrolment, security policies and compliance.
4. Travel to other depots to support IT requirements.
5. Overseeing user administration and access management using the least-privilege model.
6. Ensuring that all network systems always deliver an efficient and effective service.
7. Reviewing audit trails, system logs, and other monitoring data sources periodically to comply with policies and audit requirements.
8. Support Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, and Teams.
9. Provide support for other, non-Microsoft systems in use in the business (Sage, Syrinx etc.).
10. Investigate and resolve security incidents, vulnerabilities, and compliance issues within Microsoft 365 and endpoint devices.
11. Assist in automation and scripting using PowerShell to streamline IT operations.
12. Lead and contribute to IT projects such as migrations, upgrades, and security improvements.
13. Stay updated with Microsoft 365 and Intune roadmap, implementing new features which are beneficial.
14. Collaborate closely with third-party vendors and MSPs to manage outsourced services.

Requirements:

1. Strong knowledge/experience of: AD, Windows, Office, Exchange, MS365.
2. Strong troubleshooting and diagnostic skills.
3. An analytical approach to problem-solving.
4. Good interpersonal and communication skills.
5. Proficiency and experience with the following technologies:
1. Microsoft 365 and Azure AD.
2. Microsoft Entra.
3. Defender for Business and Defender 365.
4. Intune.
5. Meraki Dashboard.
6. Veeam.
6. Experience with common information security management frameworks, such as International Standards Organization (ISO) 2700X.
7. Familiarity with Cyber Essentials.

For more information on this position, please apply today with your latest CV to hr@kellinggroup.com.