2nd Line Support Analyst

Posted on Jan 22, 2019 by Anonymous

Banbury, Oxfordshire United Kingdom
Information Technology
Immediate Start
£22k - £26k Annual
Ambitious. Successful. Fast paced. Established. These are just some of the words to describe our Banbury based client who is looking for a 2nd Line IT Support Analyst to join them on a full time, permanent basis. You will be responsible for providing second line technical support to internal employees, assisting them with PC, server, networking and hardware problems via phone, email or onsite visits.

As 2nd Line IT Support, your duties will include:

* Providing 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
* Ensuring all SLA's are met
* Working effectively and productively with 2nd line support in house
* Taking ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
* Documenting all calls on the call logging system
* Producing statistics each month on helpdesk issues
* Maintaining user security on all systems
* Supporting users in the use of Computer equipment by providing necessary training and advice
* Configuring and maintaining computer equipment (desktop, workstations, & laptops)
* Supporting telephone systems - fixed and mobile support of printers, and larger multifunctional devices (printers, fax machines, photocopiers, scanners)
* Relocating configuration of computers, printers and other peripherals as required by office moves or personnel changes
* Daily backup of infrastructure
* Providing face to face, telephone and e-mail support
* Managing the resolution of issues, problems, service requests and changes
* Maintaining an inventory/database of IT hardware (inc. mobile phones) and software
* Possible SQL report writing

The IT Support skills will include:

* Strong knowledge of Microsoft based operating systems with emphasis on Windows XP / Vista / Windows 7 and MS Server 2003 / 2008
* Networking Experience (LAN, WAN, Wi-Fi)
* Knowledge of Active Directory (AD)
* Knowledge of Sophus Anti-Virus
* Experience troubleshooting MS Office
* Remote Access tools such as Log Me In or PC Anywhere
* Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills
* Excellent telephone manner
* SQL would experience would be advantageous
* Own transport is essential


* Formal IT training such as MCSE, MCP or the equivalent
* Understanding of Windows Operating Systems to include Windows Servers up to 2008, XP, Windows 7 Professional, Active Directory, Switches and Firewalls
* Understanding of MS Office and Exchange Server • Understanding of virtualised environments (VMware and Hyper-V)
* Understanding of Virtual Private Networks
* Basic understanding of SQL Server 2000/2005/2008
* Experience in hardware installation and configurations
* Experience in carrying out general admin duties to the network infrastructure and providing IT support within a commercial environment
* SQL experience would be preferred
* Special knowledge and role requirements
* Excellent communication skills with the ability to convey ideas and offer IT solutions to staff members of all levels
* Excellent organisational skills with the ability to manage priorities and work to deadlines
* The ability to perform a variety of general admin tasks on Microsoft products
* The ability to troubleshoot a variety of IT-related issues and resolve user issues
* High degree of accuracy and attention to detail
* Ability to provide concise documentation
* Ability to work on own initiative and make balanced decisions
* An understanding of IT trends and capabilities
* A positive can-do attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice
* The ability to quickly learn new operating procedures and maintain established systems
* Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels
* A commitment towards delivering quality customer service to internal and external customers

This is full time, permanent position based centrally in Banbury with free parking available. Salary is depending on experience

Reference: 615356548

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