Technical Support Analyst

Overview

We\\\’re Civica, and we create software that helps deliver critical services for citizens around the world. From local government to education, health, and care, over 5,000 public bodies use our software to provide essential services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work, supporting citizens and those who serve them every day. We are 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. The role reports to the Divisional Head of Cloud Operations. The Democracy and Governance Division delivers timely, 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 incidents, requests and change requests, and resolving problems in a timely manner.

Responsibilities

• Ensure that all requests for support are dealt with according to set standards and procedures.
• Diagnose incidents and problems according to agreed procedures; investigate root cause and seek resolution.
• Work with others to identify and resolve root causes, providing permanent solutions or acceptable workarounds.
• Use initiative to solve problems in a systematic, disciplined, and analytical manner.
• Support IT services to a high standard, ensuring data security, availability, and integrity of business data.
• Identify operational problems and contribute to their resolution, ensuring they are managed according to standards and procedures.
• Perform physical activities on-site as necessary (e.g., tape rotations, cable patching, hardware replacement).
• Perform tasks deemed necessary by 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 communication skills, both verbal and written.
• Identify opportunities for automation of tasks.
• Liaise with Civica business units and 3rd parties to ensure seamless incident and problem resolution.
• Monitor systems for potential capacity, performance, and security issues and set up automated alerts.
• Proficient in working with industrial print management systems and print spooler software, with an understanding of configuration, troubleshooting, and integration in enterprise environments.
• Proficient in working with scanning systems and forms recognition software, with an understanding of configuration, troubleshooting, and integration in enterprise environments.
• Assist with deployment of division-specific client applications and software and provide post-implementation troubleshooting support.
• Troubleshoot Windows operating systems, including imaging and reimaging devices as required.
• Sound understanding of data, network, and system security and related controls.

Requirements

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

Why You\\\’ll Love Working with Us

We are passionate about what we do and the citizens we serve. If you want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, Civica is the right place for you. We support career growth and making a real difference to people and communities.

Benefits

Time Off & Work-Life Balance

• 25 days annual leave plus bank holidays, with option to buy up to 10 extra days
• Volunteering leave (Days of Difference) – up to 3 extra days off

Financial Well-being & Security

• 5% employer pension match
• Income protection up to 75% of salary
• Life assurance – 4x salary (tax-free lump sum)
• Critical illness cover – £25,000 lump sum (extendable to dependents)

Health & Perks

• Private medical insurance
• Health cash plan
• Dental insurance
• Affinity groups – employee-led communities
• Bounty bonus – refer a friend

Equality & Support

We are committed to an inclusive and diverse workplace. We welcome applicants from all backgrounds, cultures, and experiences. We are an equal opportunity employer and do not discriminate based on protected characteristics. If you need adjustments or accommodations, please let us know.