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Technical Support Analyst

Technical Support Analyst

Job Title: Technical Support Analyst
Location: Hertfordshire
Industry:
Salary: 45000.00
Reference: JN -012017-7358
Job Published: August 11, 2017 15:17

Job Description

Job Description:  
Job Title: Technical Support Analyst 
Employment Type: Fixed Term (16 Months) 
Location/s: Hatfield 
Working Hours: shifts will be maintained to ensure adequate staffing between 08:00 and 18:00 

Overall description of the position: 
To provide a high quality technical support service for the EMEA region, ensuring that user requirements are met within business Service Level Agreements. Reporting to the Technical Support Manager.

KEY DUTIES AND RESPONSIBILITIES
This encompasses but is not limited to:  

• Provide customer focused IT support to the region, ensuring the delivery of high quality IT operational services  
• Ensure that IT incidents, problems, service and change requests are completed within business agreed Service Level Management Frameworks  
• Prioritise incidents based on their business impact.
• Proactive monitoring, maintenance and administration of regional IT systems including Server, Microsoft Active Directory, Backup Systems, IT Disaster Recovery Environment, Software Deployment, Enterprise Storage, Microsoft AppV, Databases and Lotus Notes messaging.
• Tools and equipment used:  
• Standard Microsoft Office Applications.
• Microsoft Project/Visio.
• Lotus Domino.
• Service desk application.
• VMWare VSphere
• Veritas Nebackup
• NetApp Operations Manager
• Microsoft Sever 2012 and below, SQL, APPV, SCCM & AD  

And will operationally include the following:
• Ensure that IT incidents, service and change requests are completed within business agreed Service Level Management Frameworks.
• Prioritise incidents based on their business impact.
• Follow escalation procedures to expedite incident resolution.
• Use Problem Management tools and techniques to identify the root cause of problems and select appropriate means of resolution

PERSONAL REQUIREMENTS

Qualifications 
• Minimum of A Level or the equivalent
• Technical qualifications relevant to technical support area
• Microsoft Certified Solutions Associate (MCSA) – Windows Server 2008/2012
• Lotus Notes R8.5 System Administration

Experience and Skills required: 
• Experience of technical support.
• Experience of dealing with service providers.
• Experience of Lotus Notes administration.
• Experience of Active Directory maintenance & support.
• Experience of supporting a virtual server environment.
• Experience of managing NetApp Storage

Must have the skills and aptitude required to
• Strong customer-focused approach  
• Excellent interpersonal relationship/customer management skills.  
• Logical/structured approach to problem analysis.
• Tenacity and the will to ensure that a problem is resolved using all means at ones’ disposal.
• Strong documentation skills.
• Good team player.
• Structured approach to executing change requests

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