Junior IT Support Analyst

3 weeks ago

Farringdon Greater London, United Kingdom Kurt Geiger Full time
Job Description

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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