Computer / Technical Support Analyst

2 weeks ago

West Bromwich, United Kingdom Lilium Direct Ltd Full time

We have an exciting opportunity for a Computer / Technical Support Analyst to join our growing team.

**Job title**: Computer / Technical Support Analyst

**Reporting to**: IT Operations Manager

**Location**: B70 8AF

**Salary Range**: £31,000 to £42,000 dependant on experience

**The Role**

This is a responsible position with mínimal supervision (dependent on experience), which requires an intelligent and dedicated individual with an eye for detail.

You will be responsible for providing support (1st / 2nd line) of critical systems including response to exceptional error conditions as they occur with the aim of solving the fault if possible or referring it to second line. For evaluating and assessingthe impact of reported issues, recommending and implementing resolutions.

The role requires knowledge and a high degree of analytical and constructive thinking to tackle a wide variety of challenging and difficult I.T. related issues.

Demonstrating a commitment to maintaining a good level of service at all times and adopting a customer centric approach. This is particularly emphasised in the areas of security, batch scheduling and backup and recovery.

**The skills and experience required are**:

- Minimum of 2 years’ experience in a Computer / Technical Support role.
- Detailed knowledge of Scheduling technologies.
- Detailed knowledge of Windows Server Operating systems.
- Working knowledge of RedHat Linux Operating systems.
- Working knowledge of Back and Recovery technologies.
- Able to automate system management tasks using Windows Powershell or Linux shell scripting.
- A proven track record of resolving IT technical issues.
- Good communication and interpersonal skills.
- Maintain contact with representatives of external companies wherever necessary.
- Ability to produce clear and detailed technical documentation.
- Ability to work independently with mínimal supervision.
- Providing support for service failures and resolving the problem immediately where possible.
- To have a good understanding of batch scheduling and backup and recovery solutions, preferably BMC Control M and Veeam Backup and Replication.
- To have a good understanding of Microsoft office products as well as a keen interest in IT.

**Key responsibilities are**:

- Providing support for service failures and resolving the problem immediately where possible.
- Update manuals and procedures where needed and investigate job and equipment failures and document their subsequent resolutions.
- Make decisions and stand by their own judgements to ensure that all agreed objectives and performance criteria are met.
- Manage the distribution, installation and maintenance of Windows Security patches across the server estate to agreed SLA’s.
- Assist in the resolution of assigned calls made to the I.T. Service desk.
- Manage allocated workload and issues to meet project timescales.
- Liaise with third party suppliers to resolve I.T. related issues.
- Assist in ensuring Service Level Agreements are met.
- Ensuring Security procedures are followed and advise on I.T. security related issues.
- Producing quality documentation.
- Provide assistance to other areas of the IT Service & Solutions department
- Provide out of hours support for overnight and weekend batch processing as well as support for critical core systems. This will be on a rota basis.
- Required to work a Saturday shift on a rota basis. This will be once every four weeks.

**Vision and Values**

Working Together for a Better Tomorrow - we pride ourselves on our Vision and Values. They are about the way we should treat and behaviour towards each other - colleagues and customers.They are at the heart of everything that we do.
- Friendly and welcoming
- Keep it simple and straightforward
- Embrace change
- Understand and respond to customer needs
- Take individual responsibility

**Next Steps**

We look forward to hearing from you

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