Technical Support Analyst
Kings Hill
£22,000 - £24,000
VR/02732J

Our client, a forward-thinking, progressive company requires a Technical Support Analyst.

As a Technical Support Analyst, you will be responsible for providing technical support to end users for a range of IT systems and applications across their business.
You will work directly with internal business users at all levels alongside other members of their IT team, with support from a number of external technology providers. This role will involve face to face communications with end users, working on individually assigned tasks, collaboratively working with other members of the IT team as well as tracking and following up with 3rd party providers.

Benefits for the role of Technical Support Analyst
• 22 days starting holiday entitlement plus bank holidays (increasing yearly with length of service up to 28 days)
• Discounts on group products
• Perkbox access to over 300 benefits and discounts
• Employee Assistance Programme via Perkbox
• Private Medical Insurance with BUPA
• Pension Scheme with 3% employer contribution and minimum 3% employee contribution
• Annual free eye test and contribution towards glasses
• Annual Flu Vaccinations
• Cycle to work scheme
• Rising Star Mentoring Programme
• A whole host of career development opportunities
• Vibrant social culture - pub nights, team building, team awards, summer/ Christmas parties and much, much more!

Key Responsibilities for the role of Technical Support Analyst
• Installing and configuring computer hardware, operating systems and applications (including, but not limited to, MS Office 2013 and later, Windows 7, Windows 10, MacOS)
• Providing technical assistance to staff both in office and remotely either over the phone, face to face or through remote screen sharing sessions
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Acting in response to helpdesk issues raised through our ticketing portal
• Documenting fault/issue fixes within ticketing system
• Upgrading or replacing faulty hardware parts as required - such as memory, hard drive replacement, monitors, peripheral devices
• Following and updating procedural documentation
• Setting up and maintaining user accounts - User profiles created in Active Directory, Exchange, Phone system
• To track day to day issues and provide feedback to IT Operations Manager
• Escalating tickets as required internally and to external providers
• Using existing knowledge, online research and guides to resolve issues

Required experience for the role of Technical Support Analyst
• Minimum 3 years of experience in a similar IT Support related role
• Good all-round problem-solving capabilities and technical skills
• Excellent verbal and written communication skills
• Ability to translate and understand technical and non-technical requirements
• Establishing good communication and working relationship with end users
• Ability to influence across the business and with third parties
• “Customer first” approach in handling support requests
• Ability to work individually and as part of a small team
• High appreciation for attention to detail
• Ability to effectively organise and prioritise work
• Self-motivation and passion to learn at a fast pace

Desirable experience for the role of Technical Support Analyst
• Understanding of virtualised environments, knowledge of VMWare (mid-large sized environments)
• Windows Server Operating Systems
• Previously obtained Microsoft Professional Certifications
• Long term aspiration for career progression and onward development
Apply for the role of Technical Support Analyst today!