Junior IT Support Analyst
3 weeks ago
Support Analyst
Requirements
We’re looking for a Support Analyst to join the team. The role will have a primary focus on the following:
- Provide expert hardware support and service to KG colleagues and Teams across the Retail estate, Head Office, and Warehouse.
- Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
- Support queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.
- Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
- Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
- Process starters, leavers, and amendments promptly and within SLA where defined
- Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
- Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
- Field support stores and workspaces in the UK and abroad.
- Management of SaaS and PaaS applications
- First-line support troubleshooting POS queries
About the role: Hybrid working (Working from home, office and potential travel involved)
The Skills:
- Exposure in the IT industry within a similar role
- Sufficient technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/ Office 365, Azure Virtual Desktop
- Windows imaging and deployment
- Basic understanding of Cisco Meraki MDM platform and SDWAN
- Understanding basic Networking TCP IP/ UDP, DNS, VPNs, VLANs
- Android and Apple mobile devices deployment
- Understanding of EPOS technology/ PEDs/PDQs/Tills - advantageous if experienced with SaaS POS solutions.
- PCI / P2PE - advantageous but not essential
- Jamf Experience is great but not essential.
- A driving License is advantageous but not essential.
- Understanding of Windows servers and AWS
- Great customer service to support the business.
Technical
- Build, configure and install hardware, software and networks for users, stores, and offices.
- Monitor, respond to, and escalate business-affecting system events such as disk usage, network outages, server downtime, and security breaches.
- Use current security software and systems to ensure a safe technical environment for KG systems and their users.
Compliance
- Create documentation for new processes/procedures and systems as appropriate.
- Ensure all equipment is audited and asset tracked.
- Maintain knowledge base support documents to assist with continued support and training.
- Work with the SDMs to continuously improve the systems, processes and running of the Support Desk.
- Comply with and advise on Kurt Geiger Technology standards.
- Comply with and advise on security procedures and processes as published by the Information Security Manager
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