IT Support Specialist

1 month ago

Wakefield, Wakefield, United Kingdom Interface Recruitment UK Full time
Job Title: Systems Support Analyst

Interface Recruitment UK is seeking a highly skilled Systems Support Analyst to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support and maintaining the group's systems and infrastructure.

Key Responsibilities:
  • Deliver systems and requirements in-line with the IS strategy and key strategic objectives.
  • Provide technical expertise to the Head of Information Systems and the wider business.
  • Assist in the training of department members, end users, and new employees.
  • Develop and update documents related to system or software procedures, requirements, and changes.
  • Perform maintenance and backup functions for key systems, resolving issues of diverse scope by reviewing and analyzing identifiable factors.
  • Collaborate with the IS department and key end users by conducting requirement and needs analysis.
  • Conduct testing of systems when required, ensuring efficiency and accuracy using appropriate software tools.
  • Implement and maintain system security and data confidentiality, integrity, and availability across the network.
  • Design, develop, modify, and maintain infrastructure solutions ensuring the highest level of availability.
  • Administer, maintain, develop, and implement policies and procedures for ensuring the security and integrity of critical systems and issues related to applications support and availability.
  • Work with other department members to facilitate the sharing of information between various departments and systems.
  • Work with other systems analysts in the design, development, and modification of enterprise solutions.
  • Analyze and assess business needs, delivering solutions to address those needs while optimizing performance and scalability.
  • Provide accurate and timely resolutions to challenging technical problems, representing the team in a positive, professional manner.
  • Provide support by telephone and user visits where appropriate to ensure quick resolution of software and hardware problems, in line with department SLAs.
  • Install, configure, support, troubleshoot, and document all areas of the infrastructure.
  • Troubleshoot hardware and software problems for all supported platforms within the business.
  • Test, install, and configure new hardware and software solutions.
  • Log all calls into the service desk application to ensure statistics and analysis of all calls can be made.
  • Assess and advise the Head of Information Systems on the potential benefit to the organization of specific system hardware or software developments or products.
  • Ensure users are kept informed of the status of any outstanding calls.
  • Carry out project management, through its entirety, of new and existing system implementations and upgrades.
  • Carry out 'ad-hoc' tasks when requested to assist with the security and smooth running of IT systems and to ensure a high level of support for users.
  • Contribute to and perform according to the required business and departmental standards.
  • Perform system checks in line with procedures set.
  • Maintain department inventory and equipment specification files. Maintain error logging of system faults and liaise with users and suppliers to resolve faults.
  • Assist with the production of departmental reports on a regular basis.
  • Liaise with suppliers and contractors for the supply of equipment and services, ensuring the control of the cost base is taken into consideration.
  • Provide weekly reviews of work completed, work in progress, and planned work to the Head of Information Systems and members of the department.
  • Undertake training as deemed appropriate within the department and through liaison with the Head of Information Systems.
  • Any other tasks as requested by the Head of Information Systems.

Requirements:

  • Proven background working as a 2nd/3rd Line Support Analyst within a Service Desk environment.
  • Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software.
  • Good working knowledge of Microsoft Windows Server and Active Directory Network Services (Inc., but not limited to TCP/IP, DNS, Group Policy, and DHCP).
  • Good working knowledge of Microsoft Exchange.
  • Sound awareness of cyber risk and the importance of security hardening to safeguard business systems.
  • Customer-focused, with experience of providing advice and guidance to customers over the telephone, email, and Internet with a proven track record of service delivery.
  • Organized and methodical, with the ability to work to targets and goals unsupervised.
  • Enthusiastic, self-motivated team player with the ability to work within a demanding environment and demonstrate a logical approach to problem-solving.
  • Patience and ability to remain calm under pressure, while showing initiative at all times and an ability to apply a lateral thought process to problem resolution.
  • SQL Server (Administration activities including: installation, performance tuning, security, analysis, and reporting, backup, and recovery).
  • A sound working knowledge of IP Routing and VLAN configurations.
  • Strong understanding of secure firewall configurations, including, but not limited to 2-factor SSL VPN's and granular access policies.
  • Good working knowledge of VMware, including monitoring, provisioning, housekeeping, and troubleshooting activities to maintain a stable environment.
  • Experience of delivering IT projects from inception to transition into production support.
  • Experience of supporting and administrating a VMware vSphere virtual environment.

Experience:

  • Proven 5+ years' commercial support experience (Inc. 1st line).
  • 2+ years' experience supporting Microsoft Exchange - 2010 (and onwards).
  • 2+ years' experience supporting a Microsoft Windows Server environment - 2008 (and onwards).
  • 2+ years' experience supporting Windows Active Directory and the associated services (Inc DHCP, DNS, Group Policy).
  • 4+ years' experience supporting Microsoft Windows Desktop Operating Systems and associated applications (i.e. MS Office).
  • Flexible approach, able to cover on-call and willing to work out-of-normal working hours as necessary, and when requested by the Head of Information Systems.
  • 2+ years' of experience with administrating Microsoft SQL Server.
  • 2+ years' experience supporting Microsoft Office SharePoint Services.
  • 1+ years' experience supporting and maintaining secure firewall configurations.
  • Experience in the maintenance and repair of current IT equipment and systems.
  • 1+ years' experience supporting and maintaining network infrastructure services, including IP Routing and VLAN configurations.
  • Experience of working to an ITIL framework.

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