Second Line Support Analyst

We are looking for a bright, energetic individual preferably with up to 2 years IT helpdesk experience.

You would be joining an existing team and will be working on a mix of network, Microsoft server, Exchange, Security, Anti-Virus, SQL, bespoke and third party applications.  You will be involved in all aspects of support, including telephone and remote dial up, onsite support, testing and deployment.  

You should have a passion for IT and how it makes a difference to the way people work.  This is your chance to work within a highly experienced team with plenty of knowledge and skills to share.  

Skills and Experience (Required)

• Microsoft or similar Server Qualifications
  • Excellent problem solving skills
  • Excellent written and spoken English

Skills and Experience (Preferred)

• Server 2016 / 2012 / 2008
• Windows 10/7/XP
• Exchange
• SQL
• Sophos
• WatchGuard
• TeamViewer
• Crystal Reports
• Computer Science or another numerate degree

 

Responsibilities will typically include:

• installing and configuring computer systems;
• monitoring and maintaining computer systems and networks;
• logging and managing support requests;
• prioritising and managing several open cases at one time;
• talking staff / clients through a series of actions - either face-to-face or over the telephone;
• troubleshooting system problems and diagnosing and solving software faults;
• finding solutions to problems;
• escalating and managing issues through to resolution with the appropriate vendor;
• distributing the latest software releases, service packs or patches to the appropriate customers;
• providing support documentation, including procedural documentation;
• following diagrams and written instructions to repair a fault or set up a system;
• running network applications to support system and users;
• supporting new applications;
• setting up new users;
• responding within agreed time limits to call-outs;
• testing / evaluating new technology

About the role:

You will be working in a team of four and will be working on a combination of Microsoft systems, bespoke systems, third party systems including Sage, migrations of legacy systems to new platforms and completely new solutions.

General-Other: Customer Support-Client Care, Technical Customer Service, Computer-Electronics-Telecomm Install-Maintain-Repair, General-Other: Installation-Maintenance-Repair, Computer-Network Security, Database Development-Administration, Desktop Service and Support, Network and Server Administration

£30,000 - £35,000 plus private medical