Job Title:
IT Support Analyst / Onsite Engineer
Department:
Information Technology
Primary Purpose of the Role:
A need has been identified to recruit an experienced second-line IT Support Analyst to join the European Tour group's Information Technology team. The engineer will report to the Senior IT Manager based at the head office at Wentworth.
Contract Type:
12 month FTC
Working Pattern:
Onsite, Monday to Friday (No remote/No hybrid)
Key Responsibilities & Accountabilities:
As part of a small team, provide day-to-day technical support for 320 staff members across the global organisation.
* Act as the routine contact point, receiving and handling support requests.
* Respond to a wide range of service requests by providing information to fulfil requests or enable resolution.
* Perform first-line investigation and diagnosis, and promptly escalate unresolved issues as necessary.
* Assist in developing standards and apply these to track, monitor, report, resolve, or escalate issues.
* Contribute to creating support documentation.
* Manage the ticketing system (Zendesk), ensuring SLAs are met.
* Manage users, groups, and resources across O365 and Azure cloud platforms, including distribution/security groups, creating users, and shared mailboxes.
* Support and deliver technical projects.
* Oversee and ensure the company’s laptop and phone hardware comply with Microsoft Endpoint Manager, and that inventory records are kept up-to-date.
* Manage and support users both within the office and remotely, including hardware and software-related support.
Skills & Experience:
Personal:
* Excellent interpersonal skills
* Ability to foster strong relationships with individuals at all levels
* Teamplayer - flexible, collaborative, and personable
* Capable of working effectively under pressure
* Strong written and verbal communication abilities
* Proficient in administrative skills with keen attention to detail
* Highly motivated with a positive, “can-do” attitude
* Adaptable to applying knowledge across various scenarios
* Previous experience in a technical support environment
* Genuine interest in IT and technology
Technical:
* Experience working with Microsoft environments.
* Excellent knowledge of Microsoft products, including Entra, O365, and Azure.
* Good understanding of Microsoft Licences.
* Microsoft Office – intermediate level.
* Experience with iOS and Windows devices.
* Some networking experience would be advantageous.
* Good knowledge of WiFi technologies would also be beneficial.
* Desirable experience with Canon UniFlow, Zendesk and Zoom.