Senior Support Analyst

Simpson Judge
27th May 2021
Edinburgh, United Kingdom
Job Type
£25000 - £30000 per annum


Main Duties and Responsibilities:

• General IT support, dealing with hardware and software, networking, connectivity and telephony enquiries as part of a small team of staff, to deliver and communicate a professional high-quality service level to end users within agreed SLA’s
• Routine server maintenance and monitoring
• Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed
• Management of own ticket and change requests in the internal system ensuring all notes and details are up to date and accurate
• Adhering to formal processes
• Management of time in line with SLA, agreements, and billable hours
• Liaise with 3rd Party suppliers as well as Tier 3 and escalate support tickets and Change requests through the relevant teams whilst keeping the customer informed
• Completing tickets and Change requests from initial contact through to completion for all customers, ensuring all agreed processes are adhered to
• Ensure that the billing handovers are completed in an accurate and timely manner
• Ensure that all requests for support assigned to you are being dealt with according to agreed procedures
• Ensure that the use appropriate tools and methodologies are being used
• Ensure that you are drafting documentation for support
• Ensure that appropriate software and tools are being used to complete tickets and Change requests in an efficient manner
• Ensure that the customers are being updated regarding ongoing ticket and change requests on a regular basis
• Ensure that you are managing your time effectively on a daily, weekly and monthly basis
• Participates in support and Operations meetings where appropriate
• Ensure that you conduct yourself in a professional manner
• Ensure that you are managing your time on tickets and change requests in the most efficient manner
• Ensure that you can complete Communication, Voice and Managed Service’s tickets and Change requests.

Desirable Skills:

• Previous Support experience within the IT/Telecoms industry an advantage
• Knowledge of hardware install and removal, fault and troubleshooting
• Understanding of remote support methodology
• Understanding of hosted Cloud Solutions
• Implementing and supporting Microsoft 365 Services (Exchange, Teams, Sharepoint and OneDrive
• Azure AzureAD
• Intune experience
• Windows Server Support (2012, 2016 and 2019)
• Windows 10 Desktop Support
• Active Directory administration
• Backup & Disaster Recovery
• WAN Topologies and Connectivity
• Monitoring and Alert remediation
• Experience supporting a busy helpdesk dealing with escalated issues.
• Cyber Security Skilled
• Ideally experience working for an MSP
• Outstanding communication skills
• High standard documentation methods
• Provides 5-star service.

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