2nd Line Technical Analyst

2 weeks ago

United Kingdom WestSpring IT Ltd Full time

About Us

We’re WestSpring IT, a fast-growing Managed IT provider. We deliver IT support and services with a difference, enabling our clients to succeed whilst building long-lasting relationships – and having fun along the way.

Our team are the beating heart of the business, and our vibrant modern offices provide an environment that allows everyone to thrive and flourish. We have a lot of fun and are a truly supportive bunch both inside and outside the work environment.

Building great relationships with our amazing clients is paramount We’re real people – not robots, who are passionate about delivering a first-class experience to all our clients.

The Role

Due to continued growth we are currently seeking an experienced 2nd Line Technical Analyst to join our amazing team and provide outstanding support to our clients. This role offers an exciting opportunity for someone to join our growing team within a service-led company that uses cutting edge modern technology. Working closely with our Service Delivery Manager, this highly dynamic role will give you the opportunity to get involved with a range of tasks, meaning each day is different. With a high level of responsibility, the role will have a direct impact on the business. Team and client interaction is massive for us, you will know all the clients and have a direct impact on the growth of the team and business.

Responsibilities

  • Supporting our clients via the support system, ensuring our ticketing process is followed and the client is kept informed.
  • Diagnostics of support cases with the help and support of the rest of the team.
  • The proactive maintenance of client networks using our proactive support tools.
  • Managing new workstation builds and user setups.
  • Engaging in the technical projects, including meeting clients and delivering onsite time with the team.
  • Working with the team to implement policy and procedure.
  • Manging client documentation.
  • Helping train and develop junior team members.

Person Specification

  • A minimum of 3 years’ experience in 1st/2nd line support.
  • Professional, friendly approach with the ability to perform well under pressure.
  • Punctual and good attention to detail.
  • Excellent written and verbal communication skills.
  • Good troubleshooting/problem solving skills.
  • Office 365 administration & troubleshooting skills
  • Desktop troubleshooting.
  • Enthusiastic to learn and develop skills.
  • Network & Firewall knowledge and troubleshooting.
  • Windows server administration.

Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.

Why WestSpring?

  • 25 days holiday allowance + bank holidays
  • Fun social calendar – we run a range of fun and different monthly socials including go-karting, theme parks, spa days and paintballing, as well as smaller team events and lunches.
  • Career development – there’s no limit to our teams’ development. We work closely with individuals to understand where they want to go in their career and create a pathway that allows them to reach their goals.
  • Lunch on WestSpring every Friday, free breakfast every day, office pick-a-mix and drinks fridge freely available for whole team
  • Breakout room complete with TV, games consoles, dartboard, pool table AND table tennis
  • Each year for Christmas the team are treated to an all-expenses paid trip away to celebrate their hard work throughout the year
  • Training - We invest heavily in our team and give everyone the opportunity to do external training to further their career as well as providing regular in-house development. We also encourage our team to attend industry events and conferences relating to their role.
  • Employee Welfare Scheme – all our team and their dependants have access to free mental health and wellbeing solutions 24/7, including coaching, therapy and legal advice.
  • Great work life balance - we are understanding and accommodating to peoples’ personal needs and home-life and encourage staff to not work beyond their contractual hours. No job is worth missing out on your child’s sports day.
  • Referral Scheme – Employee & Client Referral program.
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