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Technical Support Analyst
2 months ago
About the Position
Become a vital part of our team at Franke Coffee Systems UK Limited, recognized globally for our advancements in coffee technology and innovation. As a key member of our international IT support division, you will operate from our St Albans office, with the unique chance to influence operations across additional locations. Your primary responsibility will be to provide remote assistance, supplemented by occasional site visits to ensure optimal IT functionality across all sites.
Key Responsibilities
In your role as an IT Support Specialist, you will:
- Deliver 1st and 2nd line support throughout the UK.
- Manage joiner/mover/leaver workflows utilizing ServiceNow.
- Assist with standard software applications (M365, Adobe) and oversee software deployment (SCCM).
- Install, maintain, and provision client hardware (desktops, laptops, tablets, barcode scanners) along with peripherals (printers, scanners, copiers, fax machines).
- Provide support for telephony VoIP systems.
- Offer network assistance (LAN) and monitor WAN and Server VMs.
- Oversee mobile device management and contracts.
- Conduct orientation and training sessions.
- Collaborate as a team member on various projects.
- Serve as a local liaison for Platform Services.
- Manage quotations and procurement processes for hardware.
Qualifications
To excel in this position, you should possess:
- Relevant educational credentials.
- A minimum of 3 years of experience in IT Service Desk operations.
- Familiarity with ICT service management.
- Basic understanding of ITIL principles.
- Comprehensive technical skills in hardware, operating systems, and software (Microsoft, mobile devices).
- Foundational knowledge of Server OS, networking (Meraki), and storage solutions (Simplivity).
- Basic understanding of application architecture.
- Strong analytical and conceptual skills.
- Ability to work independently while demonstrating excellent teamwork with IS specialists and key users.
- An open and communicative demeanor, enjoying interactions through telephone and Teams support.
- Flexibility and a willingness to travel (approximately 20% within the UK).
- Proficiency in English, both written and spoken.
Benefits
We offer a comprehensive benefits package, including:
- 25 days of annual leave.
- Salary Sacrifice Pension Scheme.
- Employee Assistance Program (EAP) with additional benefits.
- Access to our FRANKE ACADEMY, featuring LinkedIn Learning, providing a wide range of training programs to enhance both technical and soft skills.
- Complimentary on-site parking.
