The job profile for this position is Technical Support Associate Analyst, which is a Band 2 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Main duties and responsibilities:
•    Provide technical support to onsite and remote users.
•    Manage / monitor IT Service Desk Incidents via call management system. 
•    Prioritize and allocate within IT Support teams all requests.
•    Manage User system access for various applications.
•    Identify ways to improve the quality of the service provided and / or the efficiency of the processes within the IT Service desk.
•    Ensure all incidents are managed in accordance with targets set out in SLA.
•    Escalate any issues/ outages to IT Service Desk Manager.
•    Work as part of a shift rota.
•    May be required to work as part of an on-call rota. 

Required Skills (Essential): 
•    Three years within support team. 
•    Windows 11  support and build experience. ( both OS and pc hardware) 
•    Citrix Support experience
•    Active Directory experience
•    SCCM Experience
•    Exchange account maintenance
•    Incident management skills
•    Experience with a call management system
•    Experience with Office 2010/2016, 365
•    Experience with Networking/Patching/Server Support

Required Skills (Desirable): 

•    Microsoft certification
•    O365 Knowledge
•    Managing small projects from start to finish
•    Windows 10/11 migration experience
•    Avaya/Cisco Telephony skills
•    ITIL foundation certified
 

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.