Technical Support Analyst - £40k plus benefits

• Are you a skilled technical engineer who thrives in a user facing environment?
• Can you manage and exceed expectations in delivering support to business users?
• Do you like getting involved with all areas of technical infrastructure as well as desktop computing?
• Can you deliver change requests in a safe and controlled manner so that systems operate as planned in a BAU environment?
• Are you comfortable working on your own and as part of a larger team?

If the above describes you and you meet with the technical requirements (see below) for this role, it will be an opportunity to join a forward thinking and creative company who are undertaking a modernisation of their systems.

What will you be doing?

Reporting to the Projects, Process and Delivery Leader, you will be part of a team delivering high-quality Business As Usual IT services to the group. You will follow support and service delivery processes to meet business needs. This role is a hands-on position in maintaining business services, IT systems and operations, whilst designing and provisioning new systems/platforms within a controlled project environment.

This position is a customer-facing role, and it requires that you establish excellent engagement throughout the group, manage expectations and work in a team to achieve operational service delivery excellence.

• Assist in the review and implementation of new systems and the development of future IS strategies.
• Provides advice and support to teams and individuals to identify systems improvements, resolve issues and identify opportunities to add value to the business through the use of systems.
• Supports other members of the IS Department as necessary including the identification of technical solutions to business problems.
• Manage end-user change requests through the appropriate documentation and procedures within the IS Department.
• Executes investigations in support of systems requirements, liaising with the IS Development team and other colleagues in the delivery of any changes.
• Preparation of operating procedures, technical documentation, reports and other supporting information in conjunction with other ISD staff and end-users to ensure knowledge sharing across the department.

• Prepares and delivers training material to end-users.
• Supports users in the use of generic applications software. 

• The jobholder will have access to, and responsibility for, Systems Administration, PC Hardware and Software installations and configurations, Infrastructure, and other core systems facilities, which are provided, supported and maintained by the Group IS Department.

What skills/experience do you need to be successful in the role?

We are looking for IT Infrastructure Professionals with at least 3 years relevant experience in a commercial business environment. You should have a good education (or solid proven success in an Infrastructure Engineer role) with solid technical qualifications.

As well as exceptional soft skills in communication, planning, and user engagement, you should be able to demonstrate sound technical knowledge in the following areas.

• Infrastructure, software, and hardware (e.g. Virtualisation, RDS, Networking, firewall technologies, Active Directory, PC, software & cloud deployment, Microsoft365, Exchange Administration, Azure AD and SharePoint.
• Requires a supporting knowledge of telecommunications.
• A good understanding of industry standards and cybersecurity, e.g. including but not limited to ISO9001, ISO027001, Cyber Essentials and ITIL.
• Understanding of project management principles. Excellent coordination skills.
• Ongoing technical skills developments and certification where required.
• Experience in working on IT Service Delivery
• Excellent skills in standard Windows Office applications – Word, Excel & PowerPoint, Office 365.

Experience in SharePoint & planning tools such as MS Project is desirable but not essential.

As a team member, how you go about your job and your soft skills are just as important as your technical knowledge. To be successful, you should be able to demonstrate how you have used the following skills.

• Logical and analytical reasoning plus persistence to support problem-solving.
• Communication skills, including active listening and playback to demonstrate understanding of customer & team needs.
• Positive influencing skills.
• Respect for the individual customer or team member.
• Teamworking.
• Ability to adapt and learn.
• Prioritisation skill.

What is in it for you?

Getting to join a team who are undertaking a modernisation is not an everyday opportunity. This team is proud of what they do and how they bond as a team. As a company, you will be joining a progressive company who’s core business is about helping their customers use modern materials in an environmentally friendly way. They are involved in many nationally recognised projects; it is a company that you can be proud to be part of.

We are offering a competitive salary and benefits including.

• The chance to pave your career with a global leader you’ll have support from your line manager and a range of learning & development programmes.

• We will help you save for your retirement - join our pension scheme and we’ll match contributions up to 6%
• 25 days’ holiday per year (pro rata) plus bank holidays
• Free health cash plan so you can claim back cash for a range of medical expenses.
• Wellbeing support - including a 24/7 employee assistance programme (EAP) for you and your nearest and dearest.