Technical Support Specialist
4 weeks ago
Job Title: Technical Support Analyst
Location: Based in Leeds with occasional travel to other sites
Reports to: IT Manager
Hours of Work: 7.5 hours between 09:00 – 17:30 Monday to Friday with 1 hour for lunch
Salary: Up to £25,000
Job Summary:
We are seeking a highly motivated and proactive Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing 1st and 2nd line hardware and software support to our users. You will work closely with the IT Manager to continually deliver improvements to the service through process and infrastructure improvements and incident management and analysis.
Key Responsibilities:
- Provide 1st and 2nd line technical support to users of our core and peripheral systems.
- Diagnose and resolve technical issues to a high level of quality and within agreed timescales.
- Work with the IT Manager to identify process and infrastructure improvements and implement changes.
- Administer accounts in Active Directory and Office 365.
- Liaise with external and internal technical contacts on incident resolution.
- Support the Root Cause Analysis process for significant issues.
- Proactively investigate trends in incidents.
- Document known errors and fixes.
Requirements:
- Highly motivated and proactive individual with a true passion for IT.
- Excellent communication skills, both written and verbal, and ability to communicate with technical and non-technical audiences.
- Logical and methodical approach to problem solving.
- Ability to prioritize and respond to queries within realistic timescales.
- Be accountable for quality, accuracy and security.
Skills and Qualifications:
- Knowledge and understanding of Microsoft Windows desktop operating systems (Windows 7/10).
- Experience of Active Directory (including DNS, DHCP, Group Policy) and email administration (Office 365).
- Experience in supporting Desktops, laptops and printers.
- Broad understanding of Microsoft Office applications (Office 2013/2016).
- Good understanding of networking including remote access.
- Professional services sector (Accountancy) experience.
- Experience in using Finance or Practice Management Systems (Sage, QuickBooks, Free Agent, Xero or CCH).
- Knowledge of Microsoft SQL Server.
- Knowledge of Microsoft Server operating systems.
- Knowledge of cloud-based telephony and server infrastructures.
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