Technical Analyst / Administrator - FTC

Job Description

Job Title: Fixed Term - Technical Analyst

Department: IT

Reports To: Senior Manager DR & PMO, Infrastructure EMEA

Location: Hybrid

Referral Scheme Level:

​​☐​ Operational ​☒​ Professional/General ​☐​ Technical ​☐​ High Demand

Overview:

Utilising an array of technical and interpersonal skills, the IT Support Technician is primarily responsible for providing required support to business users. In addition to a proactive nature and the ability to learn and understand business needs, the position requires a proper understanding of IT and Communications, and their role in servicing an established and expanding business.

The Helpdesk hours are 08:00 to 18:00 Mon to Friday, which are covered on a rota basis. There is also an Out of Hours support requirement and again, a team rota is in place for this.

Job Responsibilities:

The role holder will be expected to be responsible for the following:

• Immediate logging and resolution of critical user problems, by taking ownership of the problems, therefore assisting in the smooth running of the business.

• Providing support for the range of hardware, software, and telecommunications tools in use by the company, using a comprehensive working knowledge of these products to assist users in effective business use.

• Liaising with 3rd party service providers, logging faults, and accompanying visiting engineers and support personnel permitting them to resolve issues as they arise.

• Maintaining and supporting hardware installations or movements.

• Being aware of and advising IT Management of any issues that may affect the profile of the department or put its security at risk.

• Keeping all working areas in a clean and tidy condition and following working practices in accordance with Health and Safety Policies.

• Participating (when necessary) in special projects, assisting IT Management, and performing other duties as required.

This role is extremely varied; therefore, the job description is not exhaustive, and the role holder will be required to participate in other duties as required by the business.

Job Skills & Experience Required:

Skill & Experience:

To succeed in this role, you will need to:

• Understand the components of a computer and break/fix diagnostics.

• Understand how an IP network works, including subnetting, VLANs, routers and switches.

• Demonstrate basic Windows Server administration.

• Demonstrate an understanding and proficient use of Active Directory.

• Demonstrate proficiency in Windows folder sharing.

• Understand the principles and use of the Service-Now ticketing system.

• Be able to facilitate the weekly AS400 backup using the tape library.

• Demonstrate a proficiency in Microsoft Office products.

• Understand the importance of cyber security.

• Demonstrate proficiency in the Windows 10 operating system.

• Demonstrate proficiency in the Avaya phone system software.

• Be able to build and configure a new computer from the current company image.

• Be able to carry out maintenance & troubleshooting on printers.

• Demonstrate deductive reasoning and logic to establish solutions to issues.

• Demonstrate the ability to make decisions in a timely manner.

• Demonstrate the ability to research solutions/alternative resolutions.

• Demonstrate the ability to extricate relevant information from a reported issue.

Qualifications:

• To ‘GCSE’ level or equivalent, including maths and English. Preferably with IT related qualifications.

Experience:

• General knowledge of all supported systems.

• 2-3 years’ experience in IT.

Person Specification:

We believe the type of person best suited to this role will be:

• An approachable individual who can coach and mentor junior Team members.

• Someone happy to take personal responsibility.

• A good communicator, both in writing and verbally.

• Able to understand a caller’s issue by using active listening skills to clarify information.

• Patient and empathic.

• Able to de-escalate conflict situations if they arise.

• Flexible in their approach, whilst maintaining a positive and motivated attitude.

Physical Activities:

This position will be working in an office environment, utilizing typical office equipment. Occasional light lifting of IT equipment may be required.

Our benefits include: