Technical Support Analyst

We\”re Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we\”re at a pivotal point in our journey to realise that aspiration. We are looking for a Technical Support Analyst to work full time on the internal systems across the Democracy and Governance Division. Reporting to the Divisional Head of Cloud Operations. The role is within the Democracy and Governance Division who deliver timely and high-quality software and services to customers across many industry and local government sectors. This role is primarily responsible for supporting end-users in resolving technical problems and responding to technical incidents, requests and change requests, resolving problems in a timely manner.

Responsibilities

• Ensures that all requests for support are dealt with according to set standards and procedures.
• Diagnoses incidents and problems according to agreed procedures. Investigate root cause of incidents and seeks resolution.
• Work closely with the others in identifying and resolving the root cause of incidents, providing permanent solutions or acceptable work arounds.
• Uses initiative to solve problems in a systematic, disciplined, and analytical manner.
• Responsible for supporting IT services to a high standard ensuring data security, availability, and integrity of business data.
• Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
• Perform physical activities on-site where necessary (for example, Tape Rotations, Cable patching, replacing hardware components).
• Perform any task deemed necessary by the line management to maintain smooth running of support.
• Receive and handle complex technical requests and resolve them in a timely and accurate manner, escalating where necessary.
• Demonstrate timely, accurate and professional, verbal and written, communication skills.
• Identify opportunities for automation of tasks.
• Liaise with Civica business units and 3rd parties to ensure a seamless resolution of incidents and problems as required.
• Systems monitoring for potential capacity, performance and security issues and setting up of automated alerts.
• Proficient in working with industrial print management systems and print spooler software and services, with a strong understanding of their configuration, troubleshooting, and integration within enterprise environments.
• Proficient in working with scanning systems and forms recognition software, with a strong understanding of their configuration, troubleshooting, and integration within enterprise environments.
• Assist with the deployment of division specific client applications and software, and provide support in troubleshooting any issues that may arise during or after implementation.
• Demonstrates proficiency in troubleshooting Windows operating systems, including imaging and reimaging devices when required.
• Good understanding of data security, network security, systems security & security controls.

Requirements

• Experience of working within a direct end user facing environment
• Good understanding of ITIL Process and procedures
• Windows Server 2016 / 2019 / 2022
• Microsoft Active Directory, LDAP, DNS and DHCP
• Microsoft Distributed File System
• Microsoft Active Directory Users and Groups
• Microsoft ACL\’s and Security Groups
• Microsoft Office Suite
• Windows Print Services and Management
• Windows Security and Patch Management
• Administration of Microsoft Active Directory, DNS and Group Policy
• Excellent understanding of IT software security concepts, systems, & controls
• Monitoring and maintaining computer systems, networks and printers, troubleshooting systems and network problems, diagnosing and solving software faults.
• Strong organization, communication, analytical, decision-making skills.
• Ability to document technical systems

Benefits

• Time Off & Work-Life Balance: 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days.
• Days of Difference: Up to 3 extra days off for volunteering.
• Pension Contributions – 5% employer match to support your future.
• Income Protection – Up to 75% salary cover for long-term illness.
• Life Assurance – 4x salary tax-free lump sum.
• Critical Illness Cover – £25,000 lump sum (extendable to dependents).
• Private Medical Insurance – Fast access to private healthcare.
• Health Cash Plan – Claim back physio, therapies & more.
• Dental Insurance – Cover for routine & emergency care.
• Affinity Groups – Join employee-led communities.
• Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission. If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.