IT Support Analyst

Join our Team as an IT Support Analyst

Location: Leicester

Salary: Competitive

Hours: Mon-Fri shifts between 7:30am and 6pm

About The Role

As an IT Support Analyst at Onecom, you'll offer remote and on-site support for Macs, PCs, servers, Microsoft 365, and various associated software. You'll handle multiple service requests with a can-do attitude, ensuring prompt and efficient resolution.

What Makes You a Great Fit

• Driving Licence and access to a car for occasional travel to sites (essential)
• Excellent interpersonal and customer-facing communication skills
• Strong organisational skills with the ability to remain focused under pressure
• Actively maintain technical knowledge of current IT technology offerings and solutions
• Proactively research and find solutions for customer issues
• Thorough knowledge and understanding of key products and services
• Ability to work flexibly in a high-pressure, fast-paced environment
• Microsoft Active Directory User and Group Management
• M365 Administration and troubleshooting
• Good knowledge of desktop and server Operating Systems and hardware
• General networking hardware, protocols, and software knowledge
• Good understanding of routing and firewalls
• Good understanding of cyber security best practices
• MacOS experience
• Good understanding of domains and DNS

Key Responsibilities

• Provide technical IT support, ensuring customers are dealt with promptly and within SLA
• Accurately log customer incidents and requests within the CRM, assessing ticket severity
• Provide technical expertise to resolve customer incidents and service requests
• Maintain a high level of customer service for incidents and service requests
• Update the CRM effectively and manage customer tickets
• Develop and maintain excellent relationships with customers, becoming a trusted source of advice
• Collaborate with ITMS Service Desk members to provide outstanding service
• Continue personal development through training on relevant products and business knowledge

Perks For Our People

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• EV Scheme: Lease a brand-new electric car
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who We Are

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our Values

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

Ed&i

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.

Seniority level: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: Telecommunications