IT Support Analyst

Job Description

The primary focus of the role is to provide support for end users and computers in a large, complex and busy environment. This will encompass all areas of end user computing in a predominantly Microsoft-centric estate as well as several of the normal administrative tasks such as managing asset recording. There will be opportunities to gain experience in server-based technologies and the role would suit someone who would like to progress towards 3rd line support or gain wider technical skills.

The role will entail frequent travel between buildings across the 700-acre site and a clean driving license will be required (additional training will be provided to allow access to all areas of the site)

Due to the sensitive nature of some of the work we do the site is highly regulated so experience in working within frameworks such as ISO27001 and/or TISAX would be an advantage and the ability to obtain SC clearance is a requirement.

Responsibilities

• Handle daily 1st and 2nd line technical support activities logged on the ServiceDesk
• Assign more complex requests to the appropriate support group
• Ensure Desktops/Laptops are patched to organisational standards and Virus Signatures are up to date.
• Follow all defined IT Policies and Practices
• Setup desktop computers and peripherals
• Test network connections.
• Train end users on usage of computer hardware and software.
• Setup computers and install software for various applications and programs.
• Interact with staff on desktop problems and their resolution.
• Maintain computer peripheral devices (such as printers) and resolve associated problems.
• Oversee and update assigned support service requests. ManageEngine Servicedesk is used for requests.
• Migrate Laptops and Desktop computers to the currently supported Operating System
• Adhere to policies as per corporate manuals and directives.
• Duties will vary and be revised due to the nature of the IT environment (above is a guide and not a comprehensive list of responsibilities).
• Act in accordance with the behaviours for UTAC staff at all times.

Requirements

Qualifications

• Microsoft certification or equivalent experience (minimum 2 years hands-on support)

Experience

• Experience with supporting Windows 7 to 11 a must. Experience with Windows Server is advantageous.
• Experience with Azure/Entra and Active Directory advantageous
• Experience with Defender or Desktop Central would be advantageous.
• Experience in working in a ISO27001 environment advantageous

Skills

• A good understanding of the various versions of the Windows operating system with extensive hands-on working experience of providing support to end users.
• Experience and understanding of mobile phone technologies and operating systems.
• Hands on support experience of various printing technologies.
• Basic working knowledge and understanding of networks (wired and wireless)
• Basic hardware support skills required (swapping hard drives, adding memory)
• Working knowledge and experience of helpdesk systems and other support tools
• Ability to write formal reports using UTAC standard templates.
• Proficient with Microsoft Office applications.
• Strong verbal, written and interpersonal communication skills.
• Strong organizational, analytical and problem solving skills.

Personal Behaviors

• Enthusiastic and highly motivated self-starter
• Good team player
• Methodical
• Precise
• Personable
• Calm
• Good with customers

Other

• Flexibility to travel as and when required (very occasional travel to another UK site may be required)
• Full UK driving license (will be required for site driving permit)
• Willing to undergo a Criminal Disclosure check
• SC clearance or ability to achieve this (UK national with residency in the UK for the last 5 years)
• French language an advantage