November 23, 2021

ICT 1st Line Support Analyst- Avonmouth

Reports to: IT Operational Manager

Type of position: Full-time

Hours: 40 Hours Per Week

To provide 1st line technical support queries professionally and efficiently while maintaining a high degree of customer service, ensuring that internal and external Service Level Agreements are met.

To work effectively and productively with  2nd and 3rd line support and take ownership of user problems by performing a technical diagnosis and fix either remotely or on-site

To assist user security on all systems.

To support users in the use of computer equipment by providing necessary training and advice and to arrange for external support visit whenever problems cannot be resolved in house.

To provide general administrative assistance with the maintenance of Molson Group Information systems

Main Responsibilities:

  • To document all calls and produce statistics each month on Helpdesk issues.
  • To provide a responsive supportive service to staff, stakeholders and other system users.
  • To install, configure, maintain and troubleshoot a broad range of desktop and server based technologies including server virtualisation.
  • To prepare, deploy and troubleshoot a broad range of software packages.
  • To undertake general network administration tasks including user account

management, the assignment of appropriate access rights and profile management.

  • To provide server, desktop and peripheral hardware support and maintenance
  • To ensure that the network security systems are effectively implemented and managed including: the configuration and deployment of antivirus / anti malware products and the deployment of security patches as required
  • To install, configure and maintain the core networking infrastructure. This includes both fixed cable and wireless technologies.
  • To assist in the management of the internal and mobile telephone system.
  • Maintain contact with ICT suppliers/contractors to support purchasing and maintenance. To arrange for the repair/servicing of equipment and to liaise with contracted software and technical support agencies to escalate technical problems
  • To undertake such other duties appropriate to the level of the post that may reasonably be required.

Technical Skills:

  • Virtualisation Technologies
  • Microsoft Server operating systems 2008 R2 and above
  • Active directory and Group policy
  • Anti – Virus
  • Back up/ Replication technologies such as Veeam
  • Server & infrastructure Hardware
  • Exchange 2016/Online
  • Microsoft Office 2016/365
  • Windows 10 Administration
  • IT security
  • CISCO Meraki Management system
  • TCP/IP, Cable patching, software installations, mobile telephony
  • Sophos Central Device Management
  • Teams administration

Work experience requirements:

  • 2 years + in similar role
  • Trouble shooting technical issues and faults working through to resolution
  • Must be able to drive as visits to other sites may be required.

Education Requirements:

  • Good general level of Education including English and Maths.
  • Microsoft Certified qualification
  • ITIL qualified

Email us your CV on: [email protected]

or call us on: 01179 820 123