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Technical Support Analyst
2 months ago
Job Title: L2 Support Analyst
Company: Touchscreen Talent Limited
Job Type: Full-time
Location: Shropshire/Hybrid
Job Category: IT & Technology
Job Description:
We are seeking a highly skilled and experienced IT Support Specialist to join our team. As a Technical Support Analyst, you will be responsible for providing dedicated IT support services to our clients across various areas of the business.
Key Responsibilities:
- Investigate, diagnose, and resolve IT support issues, working with users, other staff, and third-party suppliers as necessary.
- Work to Service Level Agreements (SLAs) as set by the department and keep customers updated.
- Take ownership of issue resolution, monitoring progress, and applying the escalation procedure as necessary within a service desk environment.
- Where escalation is required, gather and attach supporting information to the ticket.
- Assist with agreed plans to install or upgrade items of hardware and/or software.
- Create and maintain documentation for IT systems.
Requirements:
- Knowledge of or skilled in Microsoft-based operating systems, with an emphasis on Windows 10/11 and Microsoft Server 2022.
- Networking experience (LAN, WAN, Wi-Fi).
- Laptops, Mobiles, Printers, and other network devices.
- MS O365, AD (Active Directory), MS Teams, SharePoint, Outlook.
- Excellent communication skills and telephone manner.
- Ability to set expectations and communicate results.
- Creating technical documentation.
- ITIL v4 Foundation (desirable).
About Us:
We are a growing business looking for a talented IT Support Specialist to join our team. If you have a passion for helping people and broadening your understanding of IT, we encourage you to apply.
