IT Support Analyst

position description

IT Support Analyst - Infrastructure

1 st & 2 nd Line Support

Mansfield

£NEG

The company provides infrastructure solutions which encompass backup, archive, high availability, storage, compute and networking. They harness leading global vendors to independently architect end-to-end solutions to help business manage and be assured of their data. Due to growth of their professional services business they are looking to recruit an IT Support Analyst

Key Accountabilities & Responsibilities

The IT Support Analyst will provide 1st and 2nd Line Support for technical incident and problem management across all of the company's internal functions and Managed Service offerings.

Providing telephony and email support for initial fault diagnosis; The IT Support Analyst will ensure that all incidents are recorded, classified, prioritised, tracked and resolved. They will liaise with customers throughout the lifecycle of a ticket to ensure satisfactory resolution of an incident/request, recording all details and actions taken in the Service Desk tool.

The IT Support Analyst will assist in supporting the smooth operational status of company's internal functions and Managed Service offerings, making sure it is sufficiently monitored, has adequate capacity, is secure and is fit for purpose at all times.

The IT Support Analyst will be expected to complete technical hardware tasks and assist in managing and maintaining accurate records and inventories, e.g. Software & Hardware asset information and ensure that the internal and customer environments are accurately documented and maintained.

The role will be based out of our Mansfield Head Office but may require some travel to our Customer sites throughout the UK.

Skills and Experience Required

The IT Support Analyst will have a broad and developing understanding across multiple Infrastructure components, including but not limited to:

Desktop Support (Windows 7/8/10, Office)

Networking (Wide Area, Local Area)

Security Platforms (Firewalls, Proxy Servers, VPN, Antivirus)

Knowledge of Backup technologies

Server Virtualisation (VMware)

Endpoint Provision, Security & Support (Imaging, Group Policy Deployment/Management)

Qualifications Sought

Ideally as this role will cover a broad range of infrastructure components, it is expected and desired that they will either possess or be seeking to pursue some of the following professional qualifications as possible:

CompTIA Network +, CompTIA A+

Cisco Certified (CCENT, CCNA)

Microsoft Certified (MCP, MCDST, MCSA)

ITIL Foundation Certified

For this reason the company is happy to invest in certified training to the successful candidates

Specific Core Technology Experience

It would be beneficial if the IT Support Analyst possessed any previous experience or knowledge of the use/support of the following systems/platforms:

Microsoft Stack (Active Directory, Group Policy, SCCM, Hyper V)

Microsoft Windows Server 2012 | 2016

Office 365 | Skype for Business

Monitoring Tools (Solarwinds, PRTG, Nagios)

Backup Technologies (Arcserve, VEEAM)

Networking (Cisco, Sonicwall)

SAN Technologies (HPE 3Par, Nimble, Dell Unity)

VMware vCenter | vSphere | ESXi

Other Skills, Attributes and experience

The IT Support Analyst should be a good problem solver, a good team player and possess excellent communication skills. A strong service focus and a well organised person would suit this role best.

The candidate should be confident and comfortable with learning new technologies as required.

The individual, though part of a team, should be comfortable with working under their own initiative and/or on their own to deliver services/work packages.

Excellent written and spoken skills are a must!

For more information on the role please call Giles Churchill at Omega Resource Group on 01453 829794 or 07966 971648

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