1st Line Support Analyst
Role details
Job location
Tech stack
Job description
As 1st Line Support Analyst, you will be responsible for providing IT Support services to the full MTL site (c500+ users) in a mixed service desk / face to face environment; resolving technical problems from site employees, which will include all PC's, servers and networks. You will ensure that all aspects of the manufacturing processes are supported from an IT perspective, whilst providing input to long-term project plans., * Provide 1st Line (80%) and 2nd Line (20%) support to hardware, software, networks, and end-users.
- Troubleshoot and administer Windows 11 and Windows Server environments.
- Handle user account administration, password resets, onboarding/offboarding.
- Assist with IT projects including hardware refresh, system upgrades, and infrastructure improvements.
- Monitor and maintain IT systems performance, escalating to senior engineers and 3rd parties when required.
- Answer support telephone calls, tickets, and e-mails directly from the customer and work to a target of first-time fix of all issues.
- Record all works within the company ticketing system ensuring that regular updates are placed on all assigned open tickets.
- Prioritise and categorise tickets to provide efficient progression.
- Work to the contracted SLA's and liaise with 3 parties as appropriate, escalating potential failures within the team in a timely manner.
- Aid in the creation and management of a technical knowledge base and work closely within the team to increase technical knowledge and understanding of the business.
- Provide clear communication, updates and translation to non-technical employees.
Requirements
Do you have experience in Windows?, * Previous experience in a 1st line IT support role or similar customer-facing technical position.
- Strong understanding of Windows operating systems and Microsoft 365 applications.
- Basic knowledge of networking principles (DNS, DHCP, TCP/IP).
- Basic Microsoft SQL experience a great advantage
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong organisational skills and attention to detail., * Do you have experience in a 1st line IT support role or similar customer-facing technical position?
- What is your salary expectation? the role is set at £27,000 per year.
- Do you have a strong understanding of Windows operating systems and Microsoft 365 applications?
- Do you have a basic knowledge of networking principles (DNS, DHCP, TCP/IP).
Benefits & conditions
- A culture of shared values, goals, attitudes and business growth
- Competitive salary
- 33 days holiday (including statutory Public Holidays)
- Secure onsite free parking
- Life Assurance plan (Death in Service)
- Monthly Prize Draw
- Company pension plan
- Reduced Costco Membership
- Reduced gym membership
- Healthcare Plan
- Colleague Referral Programme: we pay you for successfully referring people to join our team
- Companywide initiatives to share in our future success
- A blend of training to support your career development
We know that our people are the most important asset to MTL Advanced, and we are looking for skilled, passionate and driven professionals to work with our inspirational leaders, promote our culture and enable change. Part of the WEC Group, with expertise across the manufacturing industry, a leading UK facility, innovation and investment make MTL a great choice for your career.
APPLY NOW - Please send your up-to-date CV to recruitment@mtladv.com
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
