Technical Support Analyst

Job Overview

We are seeking a dynamic and detail-oriented Technical Support Analyst to join our innovative IT team. In this role, you will be the frontline hero for resolving technical issues, ensuring seamless operation of computer systems, and delivering exceptional customer service to users across the organization. Your expertise will help maintain the stability and security of our IT infrastructure, enabling teams to work efficiently and confidently. This position offers an exciting opportunity to apply your technical skills in a fast-paced environment while making a tangible impact on daily business operations.

Responsibilities

• Provide first-line technical support via help desk tickets, phone calls, and email inquiries, addressing issues related to hardware, software, network connectivity, and operating systems.
• Troubleshoot and resolve software problems including Microsoft Office applications, Windows, macOS, Linux, and other enterprise tools such as ServiceNow and Jira.
• Assist users with desktop support tasks such as configuring computers, installing updates, managing peripherals, and supporting computer hardware components.
• Manage network-related issues including VPN access, firewall configurations, DNS settings, TCP/IP troubleshooting, LAN/WAN connectivity, and wireless networking.
• Support Active Directory management tasks such as user account creation, permissions adjustments, password resets, and group policy implementation.
• Monitor and maintain IT infrastructure components like Microsoft Windows Server environments, SCCM deployments, BMC Remedy incident management system, and other enterprise tools.
• Collaborate with cross-functional teams to escalate complex issues involving Cisco switches/routers or Linux servers when necessary.
• Document all support activities thoroughly in ticketing systems like ServiceNow or Jira to ensure clear communication and follow-up.
• Participate in ongoing training to stay current with evolving technology trends and security protocols.

Experience

• Proven experience in technical support roles within a corporate environment or help desk setting.
• Strong knowledge of computer networking concepts including TCP/IP protocols, LAN/WAN architecture, DNS management, VPN setup, and firewall configuration.
• Hands-on experience supporting Windows operating systems (Windows 10/11), macOS devices, Linux servers or desktops is highly desirable.
• Familiarity with enterprise management tools such as SCCM for software deployment and BMC Remedy or ServiceNow for incident tracking.
• Demonstrated ability to troubleshoot hardware issues related to computers and peripherals effectively.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to analyze problems quickly and develop effective solutions while maintaining a positive customer service attitude.

Join us as a Technical Support Analyst if you’re passionate about solving complex IT challenges with enthusiasm! Your expertise will empower our teams by providing reliable support that keeps our technology running smoothly every day.

Pay: £35,000.00-£48,000.00 per year

Benefits:

• Casual dress
• Company events
• Free parking
• Gym membership

Work Location: In person