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Senior System Support Analyst

4 weeks ago

Inverness, United Kingdom Accord Business Solutions Full time

Job Summary:


We are seeking a highly skilled and motivated IT Support Specialist to join our dynamic team. The ideal candidate will serve as a leading point of contact for customers seeking technical assistance and will be responsible for providing comprehensive support across various IT systems. This role requires strong problem-solving abilities, excellent communication skills, and a solid understanding of IT infrastructure. The IT Support Specialist will also be involved in system administration, incident management, and project implementation.


Key Responsibilities:


Customer Support:


  • Serve as a leading point of contact for customers seeking technical assistance via phone, email, or Teams.
  • Perform remote troubleshooting using diagnostic techniques and ask pertinent questions to determine the nature of the issue.
  • Identify and implement the best solution based on the details provided by customers.
  • Train users in the proper use of hardware or software.


Technical Troubleshooting and Escalation:


  • Serve as an escalation point for complex technical issues from the 1st and 2nd Line support teams, resolving advanced technical tickets.
  • Provide accurate information on IT products or services.


System Setup and Administration:


  • Set up equipment for client use, ensuring proper installation of hardware, operating systems, and software.
  • Perform high-level system administration tasks on servers, networks, and cloud environments.


Incident and Problem Management:


  • Analyse recurring incidents to identify underlying problems and implement long-term solutions.
  • Record events, problems, and their resolution in ticketing systems, ensuring thorough documentation.


Project Implementation and Support:


  • Assist in the planning, design, and implementation of IT projects for both new and existing customers.
  • Develop and maintain a comprehensive knowledge base, including technical documentation.


Cybersecurity and System Monitoring:


  • Ensure IT systems and networks are secure from threats and vulnerabilities.
  • Monitor system performance, identify areas for improvement, and implement necessary changes.


Continuous Improvement:


  • Follow-up with customers to update them on the status of their requests and gather feedback.
  • Pass on customer feedback and suggestions to the appropriate internal teams.
  • Identify and suggest possible improvements to existing procedures and processes.


Essential requirements:


  • Proven experience as an IT Support Specialist, or in a similar role.
  • Strong knowledge of IT systems, hardware, software, and networks.
  • Experience in system administration, including servers, networks, and cloud environments.
  • Familiarity with incident and problem management processes.
  • Excellent diagnostic and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to train users and create technical documentation.
  • Knowledge of cybersecurity principles and system monitoring.
  • Experience with IT Glue or similar documentation tools is a plus.


Work Environment:


  • This role may require occasional after-hours work to support system maintenance or project implementation.
  • The position is based in Inverness, with potential for remote work or on-site visits as required.