IT Support Analyst

IT Support Analyst (2nd line) Based: Central London
Type: Full-time
Salary: £34-38k
Eligibility: You must be eligible to work in the UK

Based permanently onsite at one of our client's central London office you will provide excellent IT support to their team:

• Resolving IT issues and malfunctions
• Assistance with Projects & Migrations
• Creating documentation and guides

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service – setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.

The 2nd Line engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.

The role will work closely with our Greece office and UK colleagues, as well as our Professional Services team who deliver projects and change requests, and our IT Security team, who focus on ensuring clients data and networks are secure.

Being part of a close-knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast-growing young company.

Skills & Experience Required

• Strong ability to fault find and problem solve under pressure, remotely using various toolsets.
• Experience working as a remote IT Support Engineer.
• A minimum of two years’ experience in a similar role
• Strong working knowledge of Microsoft 365 both on premise and cloud.
• Working knowledge of Microsoft Azure including Remote Desktop Services.
• Working knowledge of Microsoft technologies – Server / Exchange / Active Directory.
• Knowledge of security technologies and toolsets such as monitoring & BitDefender.
• Knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc.
• Proficient in Verbal and written English
• Can work to strict SLAs, project plans and KPIs.
• The ability to multi-task and manage time under pressure.
• Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently

About Smartdesc

Smartdesc is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits.

We provide a range of IT Services including Strategy & IT Leadership, Cyber Security, Helpdesk Support and Project / Programme Management - tailored to non-profits and delivered through proactive partnerships with our customers.

Staff who work for Smartdesc are of the highest quality, and one of the main reasons for our success. We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years, because we invest heavily in them - our retention rate is 98% which is far above the competition.

We are a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. We celebrate success as a team and you will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never pigeonholed into one single area.

Successful candidates deliver exceptional customer support through effort, integrity and honesty. Smartdesc deliver ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc’s ethos and share our values.

Since incorporation in 2012 we have grown to over 70 staff and are projected to have a £5M turnover in our current Financial Year