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2nd Line IT Support Analyst/Engineer

2 months ago

Morningside City of Edinburgh, United Kingdom TEAM Full time

We have an exciting new opportunity for an experienced 2nd Line IT Support Analyst/Engineer to join our client’s team of four delivering both project work and support to their users – this will be via phone, email, and face-to-face contact, so you will need to be based in the office five days per week.  You will work on projects within the IT portfolio that deliver strategic and operational objectives, including developing, configuring and installing hardware, software, networking and A/V equipment. 

During a busy week the helpdesk will support c. 130 tickets per day, each person on the team will have a chance to provide support to users alongside their project work; you will also work with colleagues in the network and infrastructure teams so the opportunity to learn new skills is superb.  The perfect candidate will be someone who loves to make their user's lives easier and is highly collaborative, being able to multitask would help as would a willingness to keep learning in your role and widen your skillset. 

This role is a fantastic opportunity to join a great team and comes with an excellent benefits package that includes: pension, gym membership, and great holiday allowance. 

Responsibilities as 2nd Line IT Support Analyst/Engineer:

Provide professional IT support service to all users across the organisation
Help resolve 1st and 2nd tickets raised via the Service Desk
Support multiple operating systems including Windows, MacOS, iOS, ChromeOS and Android
Help manage infrastructure estate including deployment systems (JAMF / InTune), security systems, hardware and software inventory
Provide updates and maintenance to the organisation's knowledge base documentation by adding common issues, standard solutions, FAQs and guides.
We’re looking for a 2nd Line IT Support Analyst/Engineer with: 

Essential:

Experience in delivering support in a customer service focussed environment
Experience across multiple operating systems on end-user devices, ideally including Windows, Linux, and Mac
Active Directory
Intune
Jamf
Autopilot
Desirable:

Any ITIL accreditations
Any Microsoft / Apple qualifications
Google Apps / GSuite administration (such as Gmail, GoogleDocs, GoogleSheets etc.)
Experience administering database and/or MIS systems (MS SQL, MySQL etc.)    
To apply for this role as 2nd Line IT Support Analyst/Engineer, please click apply online and upload an updated copy of your CV.   

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