Infrastructure Support Analyst

Plan Net ,
Solihull, West Midlands
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Overview

Acora Overview Acora has 25 years’ experience of delivering IT services to a wide range of customers across varied markets and locations. As well as being expert in complex infrastructure solutions, Acora also has a business software division specialising in the Microsoft Dynamics suite of applications and a Business Advisory Consultancy. Acora has it Head Office in Burgess Hill in Sussex and its Midlands Office in Solihull in Birmingham, with Service desk teams based across both sites. Acora has just under 200 staff located around the country. Acora holds a variety of Industry accreditations including ISO 20000, ISO 27001 and BS 25999, plus being an ‘Investor In People’. Purpose of Role: As an Infrastructure Analyst, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction. Job Requirements: In this role, you will be required to Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function. Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests. Receive escalations from other members of the Service Desk, escalate effectively to achieve the highest level of customer service. Communicate effectively with customers throughout the ticket lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request. Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department. Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required. Provide on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours. On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location. Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer. Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance. Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate. Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers. Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required. Candidate Profile: The successful candidate: Will be eligible to live and work in the UK. Will have a full UK/EU driving licence. Core Competencies for role: Energy, Drive & Initiative Commercial Awareness Communication Skills Creativity Customer Service skills Impact/Self Confidence Interpersonal sensitivity (empathy/diplomacy) Judgement Leadership/Management skills Strategic Planning/Planning skills Technical skills Decision-making skills Technical Experience: Demonstrable experience in troubleshooting relevant, common technologies such as: Microsoft Windows Server Management (e.g. Powershell) Virtualisation (e.g. VMware, MS Hyper-V) Enterprise Storage (e.g. iSCSI, CIFS, NFS) Microsoft Exchange (e.g. Exchange 2013, 2016) Cloud Technologies (Office 365, Azure) Networking (basic troubleshooting of firewalls, routers, switches and VPNs) Citrix (e.g. XenDesktop / XenApp) Security Tools (e.g. Sophos, Anti-Virus, Bitlocker) Backup Solutions (e.g. Backup Exec, Veeam This job was originally posted as www.cwjobs.co.uk/job/89943068

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