IT Support Analyst – Client Services & Monitoring – Hampstead/ Hybrid – Competitive Salary
About us:
GroupNexus is an established, leading operator in the parking management sector. We are innovative, industry leading and a forward-thinking company that has an exceptional culture with strong values and a hunger for growth. We are a company with a real family feel and we want people who thrive on responsibility and have a strong desire to grow and excel. The aim is simple: we seek like-minded, talented and ambitious individuals who want to be part of our exciting journey.
About the role:
The ANPR Technical Support Analyst role is responsible for providing first/ second line support to both internal and external customers for a range of solutions. This is an exciting opportunity for a candidate looking to improve their
technical support skills and experience. Working within a fast-paced and dynamic team, you will play a key role in expanding the business with a significant improvement strategy, playing a key part in achieving the goals defined within our client's strategy.
You will be supporting 1000+ remote sites as well as having responsibility for dispatching engineers to site to resolve issues. A good technical understanding is important as you will be helping to configure hardware and provide support for troubleshooting issues and supporting engineers onsite. Completing daily checks of the system will be part of your routine as well as monitoring all incoming alerts using various tools and whilst there will be predefined actions for some tasks, an overall understanding and willingness to explore will be
required to troubleshoot to get to the bottom of the issue. This position includes performing 1st and 2nd level troubleshooting, manual alert analysis and resolving issues.
Key Accountabilities:
* Daily management of support tickets
* Daily Checks
* Compiling reports/ ad-hoc reports
* Resolving tickets to SLA
* On-site equipment sign-off
* Ability to coordinate across teams, working closely with peers to deliver on SLA's
* Advanced skills in troubleshooting and analysis, networking, applications and systems
* Proactively contacting clients, contractors and stakeholders as a part of incident management
* Troubleshooting hardware\software issues
* Management of 3rd party suppliers
* Escalation of issues to the 2nd/ 3rd line support operatives
* Analysis and monitoring of site data feeds across various platforms
* Responding to daily client email/telephone support requests and queries
* Commissioning of new sites and solutions
* Analysis of site data including visits, vehicle movements, permits and potential offenses
* Provision of remote assistance to field service engineers
Technical Skills Required:
* Understanding of Windows operating systems from XP onwards
* Understanding of network topology and communication services
* Proven methodical approach to fault diagnosis
* Previous experience within an IT support environment
* Experience with specific project management methodologies like PRINCE2 or Agile.
* Knowledge of specific industry or organizational procedures.
* Experience in a fast-paced, innovative project environment.
GroupNexus is a fun and supportive environment to work and as an employer we invest heavily in our team. Career development is important, and we strive to offer our employees a work place where they feel valued and appreciated. For more information please contact
Please note: This is not an exhaustive list of requirements. Additional functions and requirements may be assigned by supervisors as deemed appropriate. For more information on this or other vacancies including supervisors, car park attendants and other vacancies, please contact including your name, address and telephone number.