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Technical Support Analyst job in Derby

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Job Ref:  204724113
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Derbyshire
City:  Derby
Salary:  £20000/annum
03/10/2016 04:12
Our client is an established, specialist support group working with International clients in a fast growing market. They are currently recruiting Technical Support Analysts in Derby area. They offer scope for broad experience and extensive personal development with an interesting, varied and challenging workload.

The full scope of the Technical Support Analyst role is presented below but note that our client is also interested in candidates with the aptitude to develop into the role with guidance, training and peer support. They would consider appointing someone with the potential to develop that may not necessarily have the experience to yet work unsupervised, such an individual would also cover an assortment of administrative tasks associated with providing an efficient support service - such as asset management, licence renewals and performance reporting.

Your role will be to:

Provide first and second level support to end users as their first point of contact, logging and prioritizing calls and providing resolution solutions in line with company procedures.

Key responsibilities :

First point of contact for all ICT related incidents and service requests
Logging incidents and service requests in Service Desk system and managing the queue. Fully documenting the process involved from taking the call to resolving the issue
Ownership and further development of Service Desk knowledge base
Resolving incidents or delegating them to appropriate teams and/or escalating them when appropriate
Deliver high quality and end user focused service either remotely, by telephone or onsite
1st and 2nd line technical support for Active Directory, MS Exchange, MS Office Apps, Windows Workstations, Exchange, and Citrix
Routine systems administration tasks; patch management, OS management, VM builds, back-up management
Administration of hardware inventory and software licenses
Installation and maintenance of IT related infrastructure either onsite or remotely
Hardware maintenance e.g. changing PC components

Key Skills:

Strong working knowledge of Microsoft Operating Systems including Windows 7 and Windows 2008 R2 Server.
Active Directory
MS Exchange
Working knowledge of PC and laptop hardware
Take calls in a pleasant and professional manner
Ability to work in busy environment under pressure to meet deadlines
Full clean UK driving license and willingness to travel
Strong analytical and troubleshooting skills
Ability to work on own and as member of a team
Strong verbal and written communication skills
Ability to liaise at all levels of a client

Desirable Skills:

Scripting especially MS Powershell
Networking including Cisco Router / Switch installation and configuration
Experience of working in helpdesk and PC Hardware / Software troubleshooting
Experience of working within the healthcare sector and the successful candidate will need to apply for a DBS check.

Working environment:

The role is team-based delivering focused, target driven support. Mentoring and peer group support will augment on the job training but the candidate will be expected to organise their own workload according to the demands of the job. An ability to work unsupervised, with initiative, is essential.

A suitable home office, with effective connectivity, is an essential consideration for this role. The successful candidate will be expected to work autonomously from a home office location that facilitates concentration and effective communication. Current vacancies are for Midlands and the South East.

Whilst much of the work is home based there will be a regular need for site visits so permanent access to own transport is essential. In addition to support work there may also be project work, typically relating to installation and configuration of new sites/locations. Some technical R&D should also be expected with regard to applications and emerging technologies. Some on-call Rota assignments may be required subject to notice and agreement.

Please note that the right attitude and aptitude is as important as experience, our requirements are flexible and we would consider changes to suit appropriate candidates.

The job requires customer site visits; applicants must be located & entitled to work in the UK.

Salary: Negotiable (depending on experience)

If you are interested, please send updated CV.

Keywords: Technical Support Engineer, Helpdesk, First Line Support Engineer, Graduate IT
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