Technical Support Analyst 5265
Up to £40,000
Technical Support Analyst
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The location is Cambridge.
The Salary is up to £40,000.
This is a full-time role.
This role includes hybrid working. 1 day will be remote and 3 days will be office based. You will be on a flexible on site location 1 day a week.
The structure of this company gives you the opportunity to work closely with just about everyone in the business. We pride ourselves in the way we work together as well as our teamwork and support for our colleagues.
About the role
You will be responsible for delivering first class desktop and infrastructure support. This is to our national and international clients, some of which have a global presence. You will receive incidents, alerts, and tickets, investigate, resolve complete root cause analysis, and where necessary, escalate to suppliers or Tier 3.
About the candidate
You will be a motivated and driven individual who is willing to push the boundaries of your knowledge. You will be happy to pick up new technologies and learn them and focus on providing exceptional support. Also, you should be able to help mentor others and have a passion for IT.
Provide technical support to end users, infrastructure, and services. Log and classify incidents and requests raised by the customer by telephone, email and via the customer portal.
Troubleshoot and resolve escalated issues. Administer and support on-prem/Azure Active Directory and network storage.
Provide mobile device management and support.
Provide network support for switches, routers, firewalls and wifi points, etc.
Carry out planned activities like server patching that cannot be done in a client’s normal working hours. Participate in out of hours rotas.
Take ownership of and carry out maintenance activities for client systems.
Take part in the implementation of planned changes in customer environments. This is through established Change Management process.
Review and address alerts generated from customer infrastructure. Help to reduce false positives by correctly classifying any event tickets that you work on before closure.
Resolve incidents. Follow up with users as you resolve these to confirm the work is completed to their satisfaction.
Follow processes for core Service Desk functions such as Incident Management, Service Request Fulfilment, and Problem Management.
Stay abreast of and adhere to ITIL framework (policies and procedures). Make effective use of systems to support quality and efficiency.
The ability to administer and troubleshoot:
Microsoft Office 365.
Microsoft Windows 10 deployment.
Software configuration and deployment.
Windows Server Support 2019, 2016, 2012.
DNS and DHCP.
Data Backup and Recovery.
Some experience of VMware or Hyper-V.
Knowledge of Microsoft Azure.
Experience of working in a fast paced, driven environment.
Professional Qualifications and Experience (Desirable):
Firstly, Microsoft Intune (Conditional Access, Autopilot deployments).
Email and Web Filtering (Ideally Mimecast).
Basic troubleshooting experience with networking devices. This includes Firewalls and Switches. Ideally, Palo Alto or Juniper operating systems.
Experience working in a structured, ITIL environment.
Excellent communication and interpersonal skills.
Experience working with specific SLAs.
ITIL v3/v4 Foundation Certification.
Experienced with information security products.
Exchange Online, Teams, SharePoint, and OneDrive.
Service Desk Background.
Knowledge of Five9, or cloud VoIP software.
Logic monitor or similar Alerting systems.
Have an understanding of using PowerShell Scripts.
Some benefits of working with the company:
Firstly, working in an inclusive team.
On Call Rota Bonus.
Working with the latest (cloud) technology.
A wide range of company benefits.
Finally, Competitive Holiday scheme and perks. Earn extra days with years of service and a day off on your birthday.
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