IT Support Analyst (Head Office, Smethwick)

Summary:

To work as part of the IT Team in providing technically competent 1st and 2nd line support to the business with excellent customer service. The role will provide high-stand IT support which will involve dealing with both internal clients and external customers. There will be a specific focus on the desktop environment, system security, anti-virus, patch management, and license management. While the individual is part of a team there will also be some lone working.

What You Will Do

• To manage help desk calls effectively and efficiently progressing to fault resolution, where necessary following escalation procedures.
• Actively contribute to maintaining secure network traffic and responding to suspicious activities.
• To undertake equipment assets management and license management with agreed business processes.
• First and Second-line support for both local and remote desktops, laptops, Citrix, and RDS clients. By having sound working knowledge of CP, Windows 10 operation system, and Microsoft 365.
• Working with Apple and Google Android mobile devices – Ensure high availability and service delivery level to all IT infrastructure
• Within the IT Team utilise the relevant security monitoring tools when required to investigate any vulnerabilities and suspicious activities, to report, review contain, and prevent them.
• To produce any required user documentation during hr implementation of new or upgraded infrastructure solutions
• Development and deployment of standing PC company images plus user-specific configuration
• Support and affect IT system security policies, including authentication and password policies, antivirus, data access, and software patching.
• Assist with the promotion of cyber security organisational culture through the monitoring and analysis of Phish Testing data and Cyber Security Awareness training results to ensure improved levels of cyber security consciousness.
• Support the IT team with consistently maintaining high standards of customer service which is delivered to both external and internal customers.
• Perform general telephone system administration tasks such as configuring and setting up internal hunt groups, extensions, and forwards and running general system updates.
• To attend regular meetings to review operational issues impacting customer service delivery and to assist in the process of continual improvement in customer service delivery
• Willingness to learn new technologies when required.
• To ensure that all stock and company equipment is kept clean safe and secure and maintained to a high standard.
• To undertake and attend training courses necessary to develop and maintain competence to undertake the role.
• To ensure accurate and timely administrative care is taken when completing time sheets.
• From time to time be available to undertake work in overtime in line with the requirements of the Business.
• To observe and comply with all Company policies including but not limited to Health and Safety, Ethics Policy, IT User policy, and all policies and appendices within the Contract of Employment.
• To comply with the Company’s Expense Policy and submit expenses on a monthly basis to the Business & Service Delivery Manager for approval.
• Any other duties deemed appropriate within the scope of the role and in line with skills and experience

What We Are Looking For

• 2-5 years prior experience in a similar role and within a Service Driven and highly Customer-focused environment
• Prior experience working in 1st or 2nd line support
• Network+
• CompTIA A+
• ITIL Foundation
• Cyber Security Qualification desirable

Work Environment

• The role is based within the company’s office environment.

Make an Application

• To apply and be considered for this position, applicants should email their CV and accompanying covering letter to the HR Recruitment Team, at [email protected]
• All applications will be fully considered, however please note that due to the number of applications we receive we will only be able to contact you should your application meet the pre-requisite requirements for the role, as noted above.
• Avery Weigh-Tronix is an Equal Opportunities Employer.