Technical Support Analyst - HYBRID

  • Technical Prospects Ltd
  • Leeds, North Yorkshire

Our client is an established and growing IT services business, currently recruiting a Technical Support Analyst to provide a professional and supportive communication channel. for our client’s customers and partners, ensuring the delivery of timely, effective, and solutions-focused support. The Technical Support Analyst is a full time permanent, hybrid. position, working 1 day per week from our client’s Leeds office. If you have any questions, please email Carlota O'Hara - co@firebrandtraining.co.uk

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  • GMFJ Reference
    242849
  • Wages
    £25,000 p/a
  • Hours
    37.50 per week
  • Date Posted
    21/11/2023
  • Start Date
    07/12/2023
  • Duration
    Not Specified

  • Location
    Leeds
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Other Employment Opportunity
  • Employer
    Technical Prospects Ltd

Description

Salary: £23,000 - £25,000 (Depending on experience)

Essential: must be able to load and navigate around LINUX/ UNIX and windows (including active directory).

Location: Hybrid position, working 1 day per week in our client’s Leeds office.

Technical Support Analyst - Summary & Purpose of Role

· Work with end users and stakeholders via chat email, ticketing system, and conference

calls to assist with providing solutions to support queries, including finding, and fixing.

faults.

· Assisting and shadowing bridge calls with all parties, ensuring all SLA timeframes are

achieved following protocol for escalation paths.

· Build and maintain strong customer relationships, to ensure customer satisfaction levels

are achieved.

· Assist with and respond to change requests from customers, investigate and capture

requirements through effective customer collaboration.

· Create change request documents to include costings or service credits, send to

customer, chase up and follow through to ticket closure.

· Assist with performing moves adds and changes within a Contact Centre environment.

· Keep moves, adds, and changes up to date with the Support Desk Administrator.

· Use experience and research to find solutions through various platforms to make sure

issues are resolved in an efficient manner, ensuring personal development is continued.

· Identify issues that are outside the internal systems. Raise and manage technical support.

cases with 3rdparties (e.g., CISCO).

· Attend weekly and monthly conference calls to provide updates on support tasks and

project requests.

· Lead by example and always display the companies’ values in everything you do.

· Constant documentation of newfound resolutions to enable productivity through the

sharing of knowledge.

Technical Support Analyst – Skills & Experience

· Good exposure gained working as part of a Technical Support team.

· Experienced investigating, fault finding technical issues, through to resolution.

· Knowledge of Linux/Unix and windows (including active directory).

· Able to synthesize complexities into clear communication and action plans.

· Have excellent ICT literacy skills (Microsoft Office Suite).

· Understanding of ITIL and business process.

· Understand network principals, ideally, the successful candidate will be working towards Cisco CCNA/CCNP certification. If not, full training and development available

For more information about this vacancy please contact FIREBRAND TRAINING LIMITED on 02034631754 (Ref ID: 242849)

· Good exposure gained working as part of a Technical Support team.

· Experienced investigating, fault finding technical issues, through to resolution.

· Knowledge of Linux/Unix and windows (including active directory).

· Able to synthesize complexities into clear communication and action plans.

· Have excellent ICT literacy skills (Microsoft Office Suite).

· Understanding of ITIL and business process.


Must be able to load and navigate around LINUX/ UNIX and windows (including active directory).

Understand network principals, ideally, the successful candidate will be working towards Cisco CCNA/CCNP certification. If not, full training and development available

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Firebrand Training are a global digital and technology training provider. Offering a multitude of technologies, ranging from cyber security to data, Firebrand have delivered award-winning IT apprenticeships since 2011.

Firebrand Training has been named Digital Apprenticeship Provider of the Year 2018 at the first AAC Apprenticeship Awards. The award recognises Firebrand’s instrumental work in bringing Digital Apprenticeships to the forefront of the UK economy.

With Firebrand as a Microsoft Gold Partner for Learning, you’ll get access to Microsoft Certified Trainers (MCTs) and learn from the latest Microsoft Official Curriculum (MOCs). We offer both classroom-based and Microsoft online training courses, including everything you need to get certified at twice the speed.

With the latest Ofsted Report in October 2020, Firebrand achieved exemplar results for the Online-Instructor Led (OIL) Training delivery that was implemented as a result of the current climate. As a training provider, we have ensured that no apprentice or employer has been left wanting learning mentorship, working overtime to make sure all involved have achieved their studies and are excelling at work.

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