Technical Support Analyst

Provision of 1st and 2nd line hardware and software support, including diagnosing and resolving technical issues for users of our core and peripheral systems to a high level of quality and within agreed timescales. In conjunction with the IT Manager continually deliver improvements to the service through the identification of process and infrastructure improvements and incident management and analysis., * Support the business by providing 1st and 2nd line technical support

• Provide support for existing IT hardware and systems software
• Administration of accounts in Active directory and Office 365
• Liaise and work with external and internal technical contacts on incident resolution
• Support the Root Cause Analysis process for significant issues
• Proactively investigate trends in incidents
• Document known errors and fixes

4 SCOPE OF THE ROLE

• The role is highly dynamic with frequent changes in workloads and priorities.
• The role will require flexibility with working hours as and when necessary

• Highly motivated, proactive with a “can do” attitude.
• Having a true passion for IT and willingness to learn and immerse themselves in IT systems and processes
• Service focused, having the ability to understand the requirements of customers, clients and internal colleagues.
• Logical and methodical approach to problem solving
• Excellent communication skills, both written and verbal, and can communicate with both technical and non-technical audiences at all levels.
• Ability to prioritise and respond to queries within realistic timescales
• Be accountable for quality, accuracy and security, Essential
• Knowledge and understanding of Microsoft Windows desktop operating systems (Windows7\10)
• Experience of Active directory (including DNS, DHCP, Group Policy) and email administration (Office 365)
• Experience in supporting Desktops, laptops and printers
• Broad understanding of Microsoft Office applications (Office 2013/2016)
• Good understanding of networking including remote access

Desirable

• Professional services sector (Accountancy) experience
• Experience in using Finance or Practice Management Systems (Sage, Quick Books, Free Agent, Xero or CCH)
• Knowledge of Microsoft SQL Server
• Knowledge of Microsoft Server operating systems
• Knowledge of cloud-based telephony and sever infrastructure’s