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- Tasks: Provide 1st/2nd line support for Windows and Mac users across multiple locations.
- Company: Join a dynamic team at Boston Hale, committed to diversity 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 developing your tech skills in a supportive environment.
- Qualifications: Experience with Windows and Mac support, ticketing systems, and 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 30000 - 42000 £ per year.
1st / 2nd Line – Windows and Mac
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.
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Support Analyst - Win & Mac (London) employer: Boston Hale
Contact Detail:
Boston Hale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst - Win & Mac (London)
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as OKTA, Active Directory, and Microsoft Intune. Having hands-on experience with these systems will not only boost your confidence but also demonstrate your readiness for the role.
✨Tip Number 2
Brush up on your customer service skills, as delivering exemplary support is a key part of this role. Consider role-playing scenarios with friends or family to practice handling difficult customer interactions effectively.
✨Tip Number 3
Network with current or former employees in similar roles to gain insights into the company culture and expectations. This can provide you with valuable information that may help you tailor your approach during interviews.
✨Tip Number 4
Prepare to discuss your problem-solving abilities by thinking of specific examples from your past experiences. Be ready to explain how you approached complex technical issues and what steps you took to resolve them.
We think you need these skills to ace Support Analyst - Win & Mac (London)
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 providing excellent 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.
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, double-check 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 well as any relevant tools you've used, like ticketing systems or remote support software.
✨Demonstrate Customer Service Excellence
Since this role emphasises exemplary customer service, be ready to share instances where you went above and beyond for a user. Discuss how you handle difficult situations and ensure user satisfaction.
✨Familiarise Yourself with ITIL Practices
If you have experience with ITIL, make sure to mention it during the interview. Understanding IT service management principles can set you apart, so be ready to explain how you've applied these practices in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common issues you’ve encountered in desktop support and how you resolved them, especially in a fast-paced environment.
