November 23, 2021

ICT 2nd Line support Analyst – Avonmouth

Reports to: Systems Manager

Type of position: Full-time

Hours: 40 Hours Per Week

To support delivery of the ICT and related strategies,

To provide 1st, and 2nd 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 3rd line support and take ownership of user problems by performing a technical diagnosis and fix either remotely or on-site

To maintain 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 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 and effectively implemented and managed including: the configuration and deployment of antivirus/ anti malware products and the deployment of security patches as required
To develop, implement and monitor organisational backup and security systems, and to ensure that disaster contingencies are applied as a matter of routine
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 issues
To ensure compliance with audit policies, change control, data protection, freedom of information and copyright legislation
Monitor and review ICT policies and business processes and implement changes where necessary
To undertake such other duties appropriate to the level of the post that may be reasonably be required

Technical Skills:

Virtualisation Technologies
Microsoft Server operating systems 2008 R2 and above. Including set up, configuration and support
Active Directory and Group Policy
Anti-Virus
Backup / Replication technologies such as Veeam
Server & Infrastructure Hardware
Exchange 2016/Online
MS Office 2016 / 365
Windows 10 Administration
IT Security
Teams Administration