2nd Line Support Analyst

4 days ago

Gerrards Cross, United Kingdom EV Cargo Full time

EV Cargo have grown to become a predominate international supply chain partner to many of the world’s leading brands. We enable customer success through market leading air, ocean, surface freight, logistics, supply chain and technology solutions. Our growthis accelerating around the world.

**THE ROLE**:
Join us as our **2nd Line Support Analyst**within our IT Team.

Reporting to the Service Desk Manager you will be responsible for providing 2nd line technical support to the business. Taking ownership of user issues, using your knowledge and experience to provide technical diagnosis and resolve issue remotely or on site.

**THE SALARY**:
Up to £32,000 dependant on experience

**WHERE YOU WILL BE BASED**:
This role will be based at our offices in Gerrards Cross -SL97AP

**WHAT WILL YOU BE DOING?**
- Logging calls on the IT Service Desk, prioritise and managing their timely resolution meeting internal service level agreements
- Escalation of support requests to internal and external support staff when necessary
- Troubleshooting problems face to face, remotely or over the phone
- Escalating relevant queries to the infrastructure team
- Onboarding and offboarding users upon request i.e., Laptop builds and decommissioning
- Supporting 1st line support analyst and apprentice to develop their skills and knowledge
- Supporting users in the use of computer equipment by providing advice or training
- Maintaining and updating internal documentation and database systems in a timely manner
- Administering, supporting, and troubleshooting all Desktops, Laptops, Networking (Wired and Wireless), Printers, Scanners, Applications, and mobile devices throughout the business
- Undertake technical queries and support project work

**OUR IDEAL CANDIDATE WILL HAVE**:

- GCSES in Maths and English Level 4 (Grade C) and above
- Have a qualifications in Microsoft, CCNA and ITIL Foundation
- Excellent knowledge of Microsoft Windows 10/CitrixCCNA
- Good networking experience
- Have knowledge of user administration - Active Directory, Exchange & Office365
- Proficient in Microsoft Office suite
- Experience within a Service Desk/2nd Line Support function providing administrative support for the IT infrastructure, network and desktop environments
- Good understanding of workstation builds and configuration
- Have excellent communication skills, spoken and written
- Build good working relationships with work colleagues and our customers
- Proven ability to prioritise workloads and meet tight deadlines
- Must be able to think logically to problematic situations under pressure
- Ability to work in a busy environment
- Looking for a future career and progression within a growing company

This really is a fantastic opportunity to join the team who consistently strive to provide an excellent service and build a strong, positive reputation within the business.

**WHAT WILL WE OFFER?**With a genuine culture of reward and recognition, we want our colleagues to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave, employee recognition scheme, cyclescheme, excellent pension scheme and life assurance.

There’s no doubt that you will be compensated for your hard work and commitment so if you are looking for a fast-paced company, with a global brand and a strong UK presence that actively invests in its people, then this is an excellent opportunity for youto work within a friendly, proactive successful team.

**_DIVERSITY AND INCLUSION_**
- Equality, diversity and inclusivity are at the heart of everything EV Cargo does. We offer a diverse and inclusive community that respects individuals and enables them to strive for success in order to contribute positively and sustainably to the business.By creating this environment in which everyone can express and develop their potential, from the moment they are hired and throughout their career, means ensuring that all our colleagues have the same opportunity to succeed, regardless of origin, gender, age,disability, sexual orientation, gender identity or affiliation with a political, religious, union, organisation or minority group._

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