Slater Heelis LLP

2nd Line Support Analyst

It Analyst in Manchester, ENG

Posted 2019-09-23

Key Responsibilities:
• 1st & 2nd line IT troubleshooting support – software, hardware, network related problems including Citrix and Windows.
• Manage the configuration and installation of new hardware and software such as laptops, PCs and printers.
• An in depth understanding of Microsoft operating systems, including Windows 8.1 and Windows 10.
• Involvement in IT projects – Virtualisation, migration to cloud including servers and email migrations, new client on boarding, setup of new services etc
• Troubleshooting more complex problems with desktop/server/networking hardware and software.
• Providing help, support and training to 1st line members of the team.
• Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets.
• Administration & support of Microsoft Windows Server 2008/2012/2016, preferably in a Hyper-V or VMWare ESXi environment.
• Managing and maintaining the Mitel phone system.
• Perform server patching fortnightly.
• Perform daily system health checks.
• Aptitude for logical problem solving.
• Strong customer focus with the ability to build rapport and engender customer confidence.
• Excellent listening and questioning skills so that a customer’s problem is fully understood.
• Excellent team worker with the self-awareness and control to understand how own actions can influence team spirit.
Education / qualifications / experience:
• Previous experience of working in a Service Desk environment.
• Previous experience with Office 2013 and the Office 365 applications and environment.
• Basic understanding of Powershell.
• Experience in providing IT support in a corporate environment.
• ITIL (Information Technology Infrastructure Library) Foundation/ Intermediate Certification preferred but not essential.
• Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
• Experience of supporting Microsoft Exchange 2007/2010/2016. An understanding of how Exchange works, with knowledge of datastores, mail flow and troubleshooting mail issues.
• Networking Experience (routers, switches & firewalls). Understand usage and configuration of DHCP, DNS and VLAN’s.
• Network Administration & Data Backup Technologies, preferably Veeam.
• Full Driving License – Occasionally required to take IT equipment to different sites for install and configuration.

Required Skills
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