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- Tasks: Provide 1st/2nd line support for Windows and Mac users, troubleshooting hardware and software issues.
- Company: Join a diverse team at Boston Hale, committed to equity and inclusion in the workplace.
- Benefits: Enjoy 25 days holiday, extra wellness days, and a potential performance bonus.
- Why this job: Make a real impact by helping users and enhancing their tech experience in a dynamic environment.
- Qualifications: Experience with Windows and Mac support, strong problem-solving skills, and customer service passion required.
- Other info: Work 3 days on-site in Hammersmith and 2 from home after proving reliability.
The 1st / 2nd Line Support Analyst will be part of a new team and will provide phone support as well as hands-on, desk-side systems support for all end user issues across multiple locations. This role will provide end-to-end support for end user issues, from hands-on work to the co-ordination of other IT support teams including setting up starters and leavers, infrastructure and application groups. The Technical Support Analyst is also responsible for the installation, configuration, and troubleshooting of all end user hardware, software and related peripherals including, but not limited to desktops, laptops, printers, MFD's and all mobile devices.
Responsibilities
- Responsible for providing technical assistance and end user support
- Must deliver exemplary customer service to all users from top to bottom
- ITIL experience would be useful
- 85% Windows, 15% Mac (but Mac users are all VIPs)
- OKTA would be beneficial
- AD / Azure AD / Entra IT would be useful
- 50:50 1st Line : 2nd Line support tasks
You Should be
- Passionate about customers and service, with a strong will to make a difference.
- Able to work in a dynamic environment, prioritising and multi-tasking effectively
- Able to demonstrate expertise in all activities associated with providing end user PC support and problem resolution on complex and difficult PC hardware and software issues
- Able to display strong problem-solving abilities and excellent communication, customer handling and inter-personal skills.
Skills
- Hands-on experience managing customer issues through a ticketing solution (Freshservice or a similar ITSM tool)
- Desktop Support (Windows 10/11 & MacOS)
- Laptop deployment
- OKTA
- O365/Exchange administration tasks
- Active Directory/Azure Active Directory admin
- Microsoft InTune
- AV meeting room setup and support
- Microsoft Office application including Teams/Zoom
- Basic working knowledge of networking & DNS
- Knowledge of Hardware (Laptops & Printers)
- Supporting Client VPN Access
- Ability to troubleshoot printing issues
Benefits:
- 25 days of holiday to start and one extra day per year until you max out at 30 days
- 1 floating holiday on top of this
- 6 extra summer days off over summer
- 8 extra wellness days (these are not sick days) that we can use for almost anything.
- We usually shut down over Christmas for a week
Bonus:
- Potential for a 7.5% performance based bonus (Company plus individual performance)
Please get in touch if you have Mac and Windows experience (Commercial and at least in the last 2 roles) and are keen on this role, 3 days a week on-site in Hammersmith and 2 from home once you have proven your reliability and quality. Diversity, equity and inclusion are at the heart of what we value as an organisation. Boston Hale is an equal opportunities employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law.
Support Analyst - Win & Mac employer: Boston Hale
Contact Detail:
Boston Hale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst - Win & Mac
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Freshservice for ticketing, OKTA for identity management, and Microsoft Intune for device management. Having hands-on experience with these tools will give you a significant edge during the interview.
✨Tip Number 2
Brush up on your customer service skills, as delivering exemplary support is crucial for this role. Prepare examples of how you've successfully resolved user issues in the past, focusing on your communication and problem-solving abilities.
✨Tip Number 3
Since the role involves both Windows and Mac support, ensure you can confidently discuss your experience with both operating systems. Highlight any specific challenges you've faced and how you overcame them, especially with Mac users who are considered VIPs.
✨Tip Number 4
Network with current or former employees of StudySmarter or similar companies to gain insights into the company culture and expectations. This can help you tailor your approach and demonstrate your genuine interest in the role during the interview process.
We think you need these skills to ace Support Analyst - Win & Mac
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with both Windows and Mac systems. Include specific examples of how you've provided technical support, managed customer issues, and used ticketing solutions like Freshservice.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your ability to work in a dynamic environment. Mention any relevant ITIL experience and your familiarity with tools like OKTA and Active Directory.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your problem-solving abilities, especially in complex hardware and software issues. Highlight any specific challenges you've faced and how you resolved them.
Highlight Relevant Skills: List your skills related to desktop support, O365/Exchange administration, and any experience with Microsoft InTune or VPN access. Make sure to mention your knowledge of networking and DNS as well.
How to prepare for a job interview at Boston Hale
✨Show Your Technical Skills
Be prepared to discuss your hands-on experience with both Windows and Mac systems. Highlight specific examples of troubleshooting complex issues, as this role requires a solid understanding of both platforms.
✨Demonstrate Customer Service Excellence
Since the role involves providing exemplary customer service, be ready to share instances where you went above and beyond to assist users. This will showcase your passion for customer satisfaction.
✨Familiarise Yourself with ITIL Practices
While ITIL experience is not mandatory, having a basic understanding of ITIL principles can set you apart. Brush up on how ITIL can improve service delivery and problem management.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think about past experiences where you successfully resolved technical issues and be ready to explain your thought process.
