Support Analyst

Who you are

• Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users both in person and through remote technologies
• Strong organizational and communication skills are required
• 2+ years of IT experience, preferably in a technical field (industry certifications a plus)
• Must be knowledgeable, inquisitive, assertive and energetic
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
• Must be organized, dependable and detail-oriented
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment
• Must have excellent verbal and written communication skills
• Familiarity with working from a ticketing system as part of a larger team
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs)
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365
• Proven troubleshooting methodology and a desire to solve challenges
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing (Teams & Zoom)
• Basic understanding of networking principles (IP addressing, subnets, routing, switching)
• Working knowledge of antivirus, backups, and virtualization
• Basic printer and telephone troubleshooting
• Exceptional problem-solving skills
• A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers

What the job involves

• UTA seeks a Support Analyst to join our growing team in our London office
• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Support users with technical issues primarily over the phone using remote support technologies
• In the event that a user’s problem is unable to be resolved remotely, you'll dispatch team members for on-site assistance
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Test fixes to ensure the problem has been resolved
• Perform post-resolution follow-ups to help requests