IT Support Analyst

TN United Kingdom; Abingdon; On-site

Job description

IT Support Analyst

End User Technical Support

Didcot, Abingdon, Oxford, Oxfordshire

@mecscomms is recruiting for a contract - End User Support Specialist & IT Support Analyst to provide technical assistance & ensure the smooth operation of IT systems within a large Global Enterprise environment. The role involves 1st & 2nd line support, troubleshooting hardware & software issues, managing user accounts, supporting LAN/WAN networks & optimising the end-user experience across Microsoft 365, M365, MS Active Directory, Windows & Mac OS environments & wireless technologies.

If you're experienced in the management, administration, support, monitoring, troubleshooting, installation, configuration, deployment & rollout of IT services across: Microsoft Windows Server, Microsoft Exchange, Active Directory, Azure, SQL, Office 365, M365, SCCM, Skype, MS Teams, IP Networking, Cisco, Firewalls, Routing, Switching etc. I'm keen to hear from you.

Position: Technical Support, Helpdesk, Desktop Support, Service Desk Engineer, IT Support, 2nd Line.

Location: Didcot, Abingdon, Oxford, Oxfordshire, OX14 4SE

Base: Office based on site, 5 days per week

Nature: Full time, temporary contract, Inside IR35

Duration: 24+ month contract

Hours: Monday - Friday, 09.00 - 17.30

Gross Rate: £30.00 per hour

Environment: IT, Technology, Cloud, Hosted Services, Internet, Technical Support, Helpdesk, Service Desk, Microsoft Windows Server, Microsoft Exchange, Active Directory, Azure, SQL, Office 365, M365, SCCM, Skype, MS Teams, IP Networking, Cisco, Firewalls, Networking, Routing, Switching, Load balancers, Netscaler, F5, VMware, vSphere, Hyper-V, Azure, AWS, Storage, SAN, NAS, Citrix, Xenapp

Key Activity:

1. Desktop support
2. Troubleshooting
3. Problem solving
4. Diagnostics
5. Hardware & software management
6. Networking
7. Installation, maintenance & configuration
8. System monitoring
9. IT inventory management
10. Knowledgebase maintenance
11. Trouble ticket management

Overview:

The technical support specialist will have responsibility for providing IT technical assistance to clients, either remotely or in person, through various channels like deskside in person, via phone, email, or chat. Typically you'll be involved in troubleshooting, problem-solving & providing customer support for technology issues, requiring strong communication, analytical, & problem-solving skills.

Responsibilities:

1. Provide first-line technical support to end-users, in person or via email, phone or chat
2. Diagnose, troubleshoot & resolve hardware & software issues
3. Install, configure & maintain computer systems, applications & peripherals
4. Manage user accounts, permissions & access control within Active Directory
5. Assist with the setup, deployment & maintenance of IT equipment (laptops, printers, mobile devices)
6. Support LAN/WAN network connectivity & troubleshoot wireless connectivity issues
7. Document & track support requests using a ticketing system, ensuring timely resolution
8. Provide user training on IT systems, security best practices & new technologies
9. Ensure compliance with IT policies & cybersecurity protocols
10. Collaborate with cross-functional IT teams to resolve complex issues & improve system performance
11. Assist with software updates, patches & system upgrades
12. Conduct routine system checks to ensure optimal performance & security
13. Participate in IT projects, system migrations & business-wide technical initiatives

Candidate Profile:

Candidates should possess previous experience within a Technical Support, Helpdesk or Service Desk environment to a 2nd line level. You'll need strong analytical & problem solving skills with the ability to manage multiple, concurrent tasks.

You'll be experienced in deskside customer support, administration, support, monitoring, trouble shooting, installation, configuration, deployment & rollout of virtual & on premise solutions. Your skills, experience & attributes should include as many of the following as possible:

1. Bachelor's degree in Information Technology, Computer Science or a related field
2. Experience in technical support, customer support or network troubleshooting
3. Strong knowledge of Windows & Mac OS environments
4. Familiarity with Microsoft 365 administration, Active Directory & cloud-based applications
5. Network & Infrastructure solutions (LAN, WAN, Wireless, Internet, Connectivity, MPLS, SD-WAN)
6. MS communication & collaboration suite (Azure, M365, O365, Teams, Skype, Active Directory)
7. Cyber security (intrusion prevention & detection, threat management, PCI compliance)
8. Unified Communications (unified comms, contact centre, IP telephony, Teams, Skype)
9. SharePoint administration
10. TCP/IP networking, switches, routers, firewalls & protocols
11. Experience with remote support tools & IT ticketing systems
12. Knowledge of ITIL best practices (preferred)
13. Certifications such as Microsoft Certified Professional (MCP), CompTIA A+ or ITIL Foundation are a plus.