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Focus Resourcing
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Caerphilly, Gwent
IT Support / Analyst
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Job Type: Full-time |
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Overview
We are looking to recruit an IT Support Analyst to support, maintain and enhance IT services and technology solutions to meet business requirements. Our very established and growing client are offering a very competitive plus excellent benefits. The Role: Provide service desk and technical guidance to business users, offering infrastructure and business systems assistance via telephone, remote access or visit. Diagnose and resolve technical hardware and software issues Research questions using available information resources Advise users on appropriate action Log all service desk interactions Redirect incidents and requests to the correct resource Liaise with and manage 3rd party support partners Identify and escalate situations requiring urgent attention Track and route incidents and requests and document resolutions To monitor, maintain and improve systems throughout the business, especially existing solutions built on: Client Computer Estate (PC, Laptop, Workstations) Network (LAN/WAN/VPN) Windows Domain and Server Estate (Physical, Virtual and Hosted) Communication Platforms (Telecoms and Internet) Person Spec: A strong customer focus with excellent communication and interpersonal skills The ability to work under pressure on multiple projects within project timeframes Excellent analytical and problem-solving skills and an informed, evidence-based approach The ability to apply knowledge of standard IT practices for Service delivery and compliance (ITIL, ISO27001, Cyber Security) to enhance IT Service delivery and the end user experience Demonstrate knowledge of the following technologies Microsoft Stack (Windows, Windows Server) Active Directory, DNS, DHCP, TCPIP Virtualisation and cloud technologies (VMware, HyperV, Azure, AWS) Networking Technologies (Wired, Wireless, Lan Infrastructure (WatchGuard/HP/Cisco)) Internet, unified telecommunication and contact centre technologies (Leased Line, VoIP, Cisco, Zeacom) IT management tools, availability monitoring and backup (SolarWinds, Manage Engine, Veaam, AppAssure) Security and Anti-Virus technology (Kaspersky EPO, Websense) Email (Office 365) Experience of liaising with both technical and business stakeholders, building good relationships at all levels To be flexible and able to learn and adapt to new processes, technologies and business requirements To understand project management methodologies such as PRINCE2 or Agile Company offer a superb working environment, excellent career progression and superb benefits package. Car parking on site.