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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** Open GI - **Location:** Worcester, UK - **Salary:** £30,620 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, User Authentication, Microsoft Azure, Backup Devices, Microsoft Online Services, Cyber Security, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Microsoft Exchange Server, Monitoring of Systems, Hyper-V, Identity and Access Management, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft SQL Server, Windows Servers, Network Architecture, Networking Basics, Network Service, Citrix Systems, Azure Active Directory, TCP/IP, Virtualization Technology, Diagnostic Tools, Cloud Platform System, SUSE Linux, Firewalls (Computer Science), Veeam, User Accounts, Vmware - **Published:** November 7, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5956082998 ## About the Role * GCSE English and Maths (or equivalent) at Grade C/4 or above (essential) * Degree-level qualification in an IT or technology-related subject (desirable) * Relevant IT qualification or industry-recognised certification (desirable), * Proven experience in a technical support, infrastructure support or service desk environment. * Proven experience providing technical support directly to customers, including handling escalated incidents. * Experience working within the insurance industry (desirable) * Experience using Jira Service Management (JSM) or similar IT Service Management (ITSM) platforms (desirable) * Practical experience administering Microsoft Active Directory and Microsoft Exchange (desirable) * Practical experience administering Microsoft Entra ID and Exchange Online (desirable) * Experience supporting Microsoft Azure environments (desirable) * Experience supporting backup and disaster recovery solutions (desirable) * Experience working with virtualised infrastructure, including VMware and/or Microsoft Hyper-V (desirable) * Knowledge and experience of the Open GI product portfolio and associated services (desirable) Skills * Good working knowledge of Microsoft 365, including core Microsoft cloud services and applications. * Working knowledge of Microsoft Active Directory and Microsoft Entra ID. * Working knowledge of Microsoft Exchange Server and Exchange Online. * Knowledge and practical experience of SUSE Linux environments. * Strong knowledge of Microsoft Windows Server 2019 and later versions. * Good understanding of virtualisation technologies, including VMware and Microsoft Hyper-V. * Working knowledge of Microsoft Azure and cloud-based infrastructure (desirable) * Knowledge of Veeam backup and data protection solutions (desirable) * Knowledge and experience of Citrix environments (desirable) * Knowledge of Microsoft SQL Server 2022 and later versions (desirable) * Strong knowledge of Microsoft Windows 11, with the ability to troubleshoot and support previous Windows operating systems (essential) * Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, firewalls and general network troubleshooting. * Understanding of remote monitoring and management (RMM) technologies and proactive infrastructure monitoring. * Knowledge of IT security principles, including identity and access management, authentication, permissions and endpoint security. * Knowledge of the Open GI product portfolio and associated services (desirable) Aptitudes * Excellent customer service and customer relationship management skills. * Strong communication skills, with the ability to communicate technical information clearly to both technical and non-technical audiences. * Excellent telephone and written communication skills. * A structured and analytical approach to troubleshooting and problem-solving. * Ability to investigate complex technical issues, identify root causes and implement appropriate solutions. * Ability to work effectively under pressure while maintaining a positive and professional approach. * Strong organisational skills, with the ability to prioritise workload and manage competing demands. * A collaborative approach and the ability to work effectively as part of a wider technical team. * Willingness to share knowledge, mentor colleagues and contribute to the development of the wider Support team. * Ability to learn new technologies and adapt to changes in technology, processes and customer requirements. * A proactive approach to identifying potential issues and opportunities for service improvement. * Commitment to maintaining high standards of technical accuracy, documentation and customer service. ## Description * Provide advanced technical support and resolve escalated customer issues via telephone, remote support and diagnostic tools. * Troubleshoot and resolve complex issues across Linux and Tripos environments. * Diagnose, troubleshoot and resolve issues across supported Microsoft Windows Server environments * Proactively monitor and manage customer environments using remote monitoring and management (RMM) tools, identifying and resolving issues with minimal disruption to users. * Create and manage user accounts and access permissions using Microsoft Active Directory and Microsoft Entra ID. * Administer Active Directory and Microsoft Entra ID environments for contracted customers, including user, group and access management. * Manage and monitor backup solutions for contracted customers, including investigating and resolving backup failures and escalated backup-related incidents. * Administer supported Microsoft Exchange Server and Exchange Online environments for contracted customers. * Monitor, manage and troubleshoot customer network infrastructure, including connectivity and related network services. * Diagnose and resolve technical issues relating to the Open GI product suite and associated services. * Work closely with Development colleagues to investigate, diagnose and resolve complex technical issues and provide technical feedback. * Collaborate with Technical Consultancy teams on customer implementations, technical issues and service improvements. * Provide technical mentoring and coaching to Helpdesk and Support Centre team members where required. * Create and maintain accurate technical documentation, knowledge articles, troubleshooting guides and training materials. * Provide remote monitoring and technical management of customer sites covered by Enhanced Support services. * Maintain accurate and timely records within internal systems, including support tickets, technical documentation and customer information. * Ensure team members understand and follow agreed technical standards, processes, procedures and support practices. * Contribute to continuous improvement initiatives aimed at improving technical support, customer experience and operational efficiency.