European IT Support Analyst

Location Southampton
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £32k per annum

​This is a fantastic opportunity to join a large established organisation working in a fast-paced IT department at prestigious offices in Southampton. You will have strong experience in a 1st/2nd Line support role with solid Windows OS experience (specifically Office 365) and remote connectivity.

Your experience will primarily cover hardware and software support but more importantly, you should have a track record of providing an excellent customer experience both in person and by phone.

This role would be ideal for someone who already has or is willing to have a broad range of skills and experience and is looking towards continued career growth.

Duties and Responsibilities:

  • Provide support to 250+ users across Europe

  • Installation, maintenance and upgrade of computer hardware, software and peripherals

  • Identify, troubleshoot and resolve hardware, software and telephony issues

  • Assist in setup of new employees and associated equipment

  • Provide remote assistance to users across Europe and when required in the US

  • Keeping ServiceNow change requests, incidents and interactions assigned and up to date

  • Provide support to team members from various time zones and work sites, as necessary, using after hours on call rotation

  • Independently work with vendor support contacts to resolve technical problems with desktop computing equipment and software and develop mitigation techniques to apply resolutions when found

  • Continuously evaluate technology to recommend and implement technology upgrades inclusive of hardware and operating system

  • Support Apple (MAC) and MS Windows OS, hardware and software applications specific to enterprise applications

  • Support office moves. Ensure user equipment is moved to new stations and restored to equivalent condition

  • Perform other job-related functions as assigned.

Personal requirements:

  • Minimum of 2 years Desktop experience in a complex IT support environment

  • Ability to manage time effectively

  • Should be detail orientated

  • Should have high energy

  • Have a methodical approach to problem solving

  • Strong desire and ability to learn new concepts

  • Ability to handle multiple tasks and work as a team player

  • Ability to be “diplomatic” and to communicate across all levels

  • Strong customer service with a ‘can do’ approach

Knowledge and Skills:

  • Technical knowledge of mobile, desktop and laptop hardware and software including Windows (all

  • versions), MAC OS and common enterprise applications including MS Office.

  • Technical knowledge of PC internal components.

  • Basic knowledge of Enterprise LAN/WAN technologies.

  • Good knowledge troubleshooting desktop and laptop system hardware errors.

  • Ability to read and understand procedural documentation.

  • Excellent written and oral communication skills to work with users at all levels in the organisation.

  • Strong customer-service orientation.

  • Ability to work well in a team environment as well as working independently.

  • Good organizational skills to prioritize workload.

  • Ability to provide support after hours for emergency situations, on-call work rotation with team when necessary.

Key Technical Skills:

  • MS Office Suite

  • MAC OSX (desirable)

  • Hardware & Software

  • Basic knowledge of Enterprise LAN/WAN technologies

  • Windows 7,8,10

  • Office 365 or Exchange

  • Active Directory

Qualifications:

  • Comptia A+

  • MCP Certification

  • ITIL Foundation

  • Experience working in an IT support department or other technically-focused service environment.

Working Hours:

  • 37.5 hours a week

  • No shift work

  • 9:00 - 5:30

Benefits:

  • 25 days Annual Leave

  • Private Healthcare

  • Pension

  • £2000 credit towards cruise trips for you and your family

  • Discount rates regularly for cruises

  • Free Parking