Social network you want to login/join with:
Working as a member of the wider Infrastructure & Support team, you will provide 1st / 2nd line support to ensure the effective resolution of technical issues, the smooth operation of IT systems, and the delivery of high-quality service to our end users. As an IT Support Analyst, you will play a key role in troubleshooting, escalating, and resolving user issues while maintaining a strong focus on customer satisfaction and contributing to the overall reliability of the IT environment.
Key Responsibilities
1. User Support
* Provide support to end users via phone, email, and helpdesk ticketing system, ensuring timely and effective communication to resolve issues in accordance with SLAs.
* Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and user accounts.
* Escalate unresolved or complex issues to Systems Administrator with detailed ticket notes.
* Assist end users in understanding and effectively using IT systems, offering guidance on best practices.
1. Sprint Participation
* Contribute to delivering prioritized tasks that improve operational efficiency.
* Collaborate with team members to meet sprint goals and enhance team productivity.
2. Onboarding/Offboarding
* Lead IT aspects of onboarding and offboarding staff, including account setup/closure and hardware deployment/retrieval.
* Provide introductory IT training to new employees to ensure effective use of company IT systems and hardware.
3. System Administration
* Perform user administration tasks such as password resets and access control management.
* Configure and troubleshoot laptops, mobiles, peripherals, and standard software.
* Manage virtual machines using Hyper-V Manager.
* Create and manage customer file shares with Cerberus FTP Server.
4. Documentation & Asset Management
* Log support incidents and service requests accurately in the helpdesk system.
* Create and maintain documentation for resolving recurring issues.
* Maintain accurate inventory records for IT assets.
* Liaise with third parties for warranty repairs on-site.
Skills, Knowledge and Expertise
* Proven experience as an IT Support Analyst or similar role (minimum 2+ years).
* Knowledge of networking concepts like IP addressing, DNS, DHCP, VPN.
* Strong knowledge of Windows Server, Active Directory, and Group Policy.
* Experience troubleshooting Windows 10, Windows 11, and macOS.
* Expertise in Microsoft 365 administration, including Exchange Online, Teams, and SharePoint.
* Knowledge of enrolling devices in Microsoft Intune.
* Hands-on experience with Hyper-V virtualization.
* Strong problem-solving skills and ability to prioritize.
* Knowledge of PowerShell scripting.
* Familiarity with Azure Virtual Desktop.
Personal Attributes
* Proactive, solution-oriented, with a passion for improvement.
* Ability to work independently and in a team.
* Strong organizational and time management skills.
* Effective communicator, able to explain technical concepts clearly.
Work Pattern
Flexible 37.5-hour week, with occasional on-call duties for critical incidents or projects.
* 26 days annual leave plus public holidays.
* Extra day off for your birthday.
* Option to buy extra leave days.
* Performance bonuses and employee recognition programs.
* Private healthcare and other benefits listed.
AutoRek is a financial data management platform serving clients from FinTech startups to major banks and insurers. Our platform addresses growing data and regulatory challenges in financial services, maintaining our leadership in the market.
#J-18808-Ljbffr