Technical Support Analyst

We are seeking a dedicated and knowledgeable Technical Support Analyst to join our IT support team. The successful candidate will provide expert assistance to end-users, troubleshoot hardware and software issues, and ensure the smooth operation of various IT systems. This role offers an excellent opportunity to utilise your technical expertise in a dynamic environment, supporting a wide range of operating systems and network configurations. The position is paid and ideal for individuals passionate about delivering exceptional customer service within the IT sector., * Provide technical support via help desk channels, assisting users with hardware, software, and network issues.

• Troubleshoot software problems across multiple platforms including Windows, macOS, and Linux.
• Resolve connectivity issues related to LAN, VPN, and firewall configurations.
• Support desktop environments by installing, configuring, and maintaining computer hardware and peripherals.
• Manage tickets using tools such as BMC Remedy, ServiceNow, or Jira to document issues and resolutions efficiently.
• Assist with network troubleshooting involving LAN setups, switches, routers, and wireless access points.
• Collaborate with IT teams to escalate complex problems and ensure timely resolution.
• Maintain documentation of common issues and solutions to improve support processes.
• Communicate effectively with end-users to explain technical information clearly and professionally.

Do you have experience in macOS?, * Proven experience in technical support or IT support roles specialising in computer networking, hardware, and software troubleshooting.

• Strong knowledge of operating systems including Windows, macOS, and Linux environments.
• Familiarity with network protocols such as LAN, VPNs, firewalls, and related security measures.
• Experience with desktop support tasks involving Microsoft Office applications and general computer hardware maintenance.
• Proficiency in using ticketing systems like BMC Remedy, ServiceNow or Jira for issue tracking.
• Excellent communication skills with a customer-focused approach to problem-solving.
• Ability to work independently whilst managing multiple priorities effectively.
• Relevant certifications or training in networking (e.g., Cisco CCNA), operating systems or help desk support are desirable but not essential. This role offers an engaging environment for those eager to develop their IT career while providing vital support services across our organisation's technological infrastructure.