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- Tasks: Provide 1st and 2nd line support for Windows and Mac users.
- Company: Join a diverse team at Boston Hale, committed to equity and inclusion.
- Benefits: Enjoy 25 days holiday, extra wellness days, and a potential performance bonus.
- Why this job: Make a difference in customer service while working in a dynamic environment.
- Qualifications: Experience with Windows and Mac support, strong problem-solving skills required.
- Other info: Work 3 days on-site in Hammersmith and 2 from home after proving reliability.
The predicted salary is between 28800 - 43200 £ per year.
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.
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 and OKTA for identity management. Having hands-on experience with these tools will give you an edge during the interview.
✨Tip Number 2
Brush up on your customer service skills, as delivering exemplary support is crucial for this role. Think of examples from your past experiences where you went above and beyond to help a customer, as these stories can be great conversation starters.
✨Tip Number 3
Prepare to discuss your problem-solving abilities in detail. Be ready to share specific instances where you successfully resolved complex technical issues, especially those related to Windows and Mac systems.
✨Tip Number 4
Since this role involves working in a dynamic environment, think about how you manage multiple tasks and prioritise effectively. Have examples ready that demonstrate your ability to juggle various responsibilities while maintaining high-quality support.
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, as well as any relevant ITIL knowledge. Emphasise your customer service skills and problem-solving abilities, as these are crucial for the Support Analyst role.
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 specific examples of how you've successfully resolved technical issues in the past, particularly in a 1st/2nd line support context.
Highlight Relevant Skills: Clearly list your hands-on experience with ticketing solutions, desktop support, and any familiarity with tools like OKTA, O365, and Active Directory. This will show that you have the technical expertise required for the role.
Proofread Your Application: Before submitting your application, take the time to proofread it for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for a Support Analyst.
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 strong technical background.
✨Demonstrate Customer Service Excellence
Since the role involves providing exemplary customer service, be ready to share instances where you went above and beyond for a customer. This will showcase your passion for service and ability to handle user issues effectively.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL principles can give you an edge in the interview. Brush up on how ITIL frameworks can improve service delivery and problem management, as this knowledge is beneficial for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to prioritise tasks or manage multiple user issues simultaneously, demonstrating your ability to thrive in a dynamic environment.
