Technical Support Analyst

Role Overview: The successful candidate will oversee software installations, provide third-line support, and assist with operating systems and third-party tools. They will offer technical support, enhance technical systems, and build customer relationships, contributing to the Company's success. This role provides exposure to various technologies and helps develop professional IT skills.

Key Objectives:

• Maintain critical systems and applications.
• Troubleshoot technical issues promptly.
• Streamline processes and workflows.
• Enhance efficiency and cut operational costs.
• Build relationships with stakeholders.

Key Responsibilities:

• Install internally developed software, Microsoft SQL Server, and dependencies for new customers.
• Manage software upgrades and migrations for existing installations.
• Resolve 3rd line support issues with software and SQL Server, coordinating with 1st and 2nd line support.
• Fix customer issues related to Citrix, domain, SQL Server, and VMs.
• Maintain cloud-based customer services (user updates, passwords, licenses, scripts).
• Administer VM creation and infrastructure maintenance, monitor cloud environment, and manage backup/DR.
• Streamline processes and improve workflows.
• Handle network and firewall administration as needed.
• Administer infrastructure, domain, Citrix, and SQL.
• Train users on cloud environments.
• Provide timely technical support to end-users.
• Monitor backups and tools, manage support tickets effectively.

Required Technical Skills:

• Experience installing and supporting bespoke software packages and/or database backends.
• A minimum of 2-3 years of technical support experience, preferably in customer-oriented roles.
• Experience with Windows Server and Windows Desktop environments.
• Proficiency in using and troubleshooting Microsoft Office applications.
• Knowledge of Windows domains and Active Directory.
• Basic understanding of networking principles and related technologies.
• Virtual Machine technologies experience is desirable.

Required Personal Skills:

• Excellent communication and interpersonal skills.
• Ability to work as part of a team and on own initiative.
• Displays effort and application in achieving results, with a high level of initiative and productivity.
• Ability to work under pressure, prioritise and meet agreed deadlines.

Benefits:

• Hybrid working: 2 days in the office and 3 days working at home.
• Annual leave – 25 days plus all English Bank Holidays.
• Additional Flexible Holiday Scheme: After 3 years, employees can buy up to 5 extra days per year through monthly salary sacrifice.
• Employee Pension Contribution matched by employer up to 7%.
• Income protection insurance.
• Life assurance scheme.
• Professional membership fees paid to one relevant body.
• Interest-free loans for Season Ticket Loans and Bikes to work.
• 50% off gym membership at local Pure Gym including some classes.
• Company-matched charity donations up to £50 monthly.
• Active social club with regular subsidised social events.
• Eye tests and subsidised glasses for use at computer screens.
• Flu jab voucher.
• Enhanced Maternity Leave.
• Enhanced Paternity Leave.
• Casual dress code.
• Comprehensive Employee Assistance Program (EAP) and wellbeing initiatives.

Job Type: Full-time

Pay: £32,000.00-£34,000.00 per year

Ability to commute/relocate: London: reliably commute or plan to relocate before starting work (required)

Experience: IT support: 2 years (required)

Work Location: Hybrid remote in London EC1V 0DU