Tech Support Analyst

Tech Support Analyst - Build to rent operator

Location: London

Salary: £38,000 to £40,000 + benefits

Do you want to be part of a business that is doubling in size over the next 2 years? Do you have 2 solid years experience within the IT field?

If so, this role could be a perfect fit for you.

About the company

My client is predominantly based in London with 3 offices in and around London, and a further 2 opening in SE and Maidenhead

Position Overview

As a 1^st/2^nd line support, this role is responsible for providing timely and effective assistance to end-users with their IT related issues. The role ensures smooth day-to-date operations, minimises downtime and enhances user satisfaction by addressing IT concerns promptly and accurately.

Responsibilities

• Be the first point of contact for all IT issues/requests.
• Diagnose and troubleshoot hardware and software issues, including desktops, laptops and peripherals
• Collaborate with other team members to resolve complex technical problems and ensure timely issue resolution and contribute to the development of proactive solutions.
• Install, configure, and maintain software applications, operating systems, and network components while ensuring compatibility, security, and optimal performance.
• Perform routine system maintenance, including updates, patches, security configurations and backup checks.
• Educate users on basic technical procedures and best practices to enhance their overall IT experience.
• Document and track support incidents, resolutions, and workarounds in a detailed and organized manner.
• Escalate unresolved issues to other team members or appropriate external vendors as needed.
• Assist in the setup and maintenance of user accounts, permissions, and security settings across various systems and Get Living applications.
• Provide user training and guidance on utilizing IT tools effectively, promoting self-help resources, and encouraging best practices.
• Document technical procedures, solutions, user guides and knowledge base articles to enhance the team's efficiency and support capabilities.
• Participate in IT projects, such as system upgrades, migrations, and deployments, contributing technical expertise and support as required.

Candidate Requirements

• Enthusiasm for technology!
• Essential experience of working in a ITIL environment.
• Experience in a technical support or helpdesk role supporting a Microsoft environment (ideally min. 2 years).
• Strong understanding of Microsoft operating systems and the Microsoft Office Suite.
• Understanding of cloud technologies specifically Microsoft Azure and all Microsoft associated management platforms.
• Experience with troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Knowledge of network protocols, connectivity, and basic network troubleshooting.
• Experience with remote support tools and techniques.