Technical Support Analyst

Our client, specializing in offering IT services, is looking to employ a Technical Support Analyst to join their growing team.   

Responsibilities:   

Provide a high standard of technical support (desk side and remote) to teams across all offices, maintaining high levels of satisfaction. 

Investigate, troubleshoot and perform root cause analysis relating to application, product and system alerts and issues, as well as user requests. 

Take ownership and responsibility of issues from start through to a successful resolution, communicating the status and progress of such issues in a regular manner. 

Monitor, resolve or escalate a number of system alerts and run a number of routine health checks on the system and suggest improvements to alerts in order to pre-empt the occurrence of incidents. 

Assist in deployments and testing, providing meaningful feedback and intervention as and when necessary. 

Manage our user accounts as well as groups, passwords and mailboxes within the corporate Active Directory, Exchange Servers and other various systems. 

Maintain operational documentation, including Knowledge Base articles and Standard Operating Procedures 

Working Hours: 

· Public Holidays falling on a weekday paid at double rate 

· Night, weekend and Public Holiday shifts may be worked from home unless specific work is required on premises (not common) 

· Shifts are on a rotating basis and typically a mix of 12hr and 8hr shifts. 

o 12hrs shifts: day from 7am to 7pm and night 7pm to 7am. 12hr shifts typically do not exceed 3 consecutive days/ night 

o 8hr shifts: weekdays – any 8hrs typically starting between 7am and 10am

• Minimum 2 years of experience in an IT support role
• Knowledge/experience managing and supporting Exchange Server and Active Directory
• Knowledge/experience supporting MS Windows Server 2016 and Linux systems
• Experience in desktop/laptop PCs hardware troubleshooting
• Basic understanding of systems, virtualization and virtual infrastructure (VMware)
• Knowledge of IP addressing and network
• Basic understanding of AWS

• IT industry standard qualifications