Support Analyst (2nd and Some 3rd Line, Office 365, AD, Azure , etc) - Firway Consulting Ltd : Job Details

Office Based 5 Days Monday - Friday

Key skills: 2nd and Some 3rd Line Support, Azure, Office 365, Azure AD, Hardware, Networking Must have excellent Communication skills & Customer Service.

My Client is the rapidly growing European subsidiary of a global Film company who specialise in lighting, rigging, generators, etc. The also own film studies as well as facilitate studios for other organisations. They seek a reliable, self-motivated individual to work as part of a busy team responsible for the delivery of IT support and services across a variety of departments, within a fast-paced environment.

The 2nd & some 3rd Line IT Support Engineer, plays a crucial role in the provision of comprehensive IT cover, service desk assistance, and desktop support. Acting as the primary point of contact for users across multiple bases, you will address application, system, and hardware support needs, collaborating with third-party IT vendors where needed.

You will have excellent exposure to Windows, Azure, Azure AD, Office 365, Hardware, Networking, and some networking resolving more complex issues and escalations.

You MUST have excellent Communication skills & Customer Service.

• 2nd and Some 3rd Line Support
• Azure
• Office 365 support
• Hardware
• Firewall management
• Network troubleshooting

You must have excellent communication skills and be polite / personable. Attention to detail is a must.

Key Responsibilities

• Provide 2nd & some 3rd line technical support for approved hardware and software
• Collaborate with third-party service suppliers to ensure timely issue resolution
• Install and manage Microsoft Client Operating Systems
• In-depth understanding and administration of Active Directory, including Group Policies
• User account management, security group administration, onboarding/offboarding processes and device enrolment/documentation
• Install, set up, and perform maintenance on network printers and wireless devices
• Understand and maintain mobile devices, serving as the second point of contact for warehouse hand scanner hardware
• Manage and support Office 365, including user and service administration
• Responsible for patch management across site servers, desktops, servers & MAC estate
• Take ownership of escalated technical issues requiring 2nd and some 3rd line support, providing efficient and effective solutions
• Analyse and troubleshoot complex hardware, software, and support Network engineering with network problems.
• Maintain documentation for systems, configurations, and troubleshooting procedures
• Create and update procedural documents for common issue resolution
• Provide guidance and mentorship to junior support engineers
• Technical skills required
• Administer SharePoint online, managing groups, security, permissions
• Supporting multiple sites from HQ utilising remote management tools
• Utilise and maintain Active Directory, handling security groups and user on/off-boarding
• Provide orientation and guidance to users on new software and computer equipment
• Implementation and enforcement of security best practices
• Administer O365 Cloud Suite, including OneDrive, Teams, and SharePoint
• Provide education on key applications to users where required
• Manage the IT helpdesk Q providing 2nd & 3rd Line support
• Managing stakeholders & escalating when required to resolve within agreed timescales
• Integration and support of CCTV systems & Net2 within the network infrastructure
• Utilisation/Implementation of monitoring tools for proactive issue detection and resolution
• Proficient in troubleshooting hardware, software, and network issues
• Expertise in configuring and maintaining server hardware
• Administration of virtualization platforms Hyper-V
• Familiarity with cloud platforms (AWS, Azure) is advantageous
• Proficiency in managing and troubleshooting Windows Server and Desktop operating systems

Key Competencies

• Stay updated on best IT practices and industry knowledge
• Knowledge of IP telephone systems
• Windows support experience
• Active Directory proficiency
• IT hardware knowledge
• Basic networking skills
• Experience with Azure Cloud, Office 365, O365 Exchange, SQL
• Local and wide-area networking knowledge
• Ability to create, delete, and assign appropriate security levels for users
• Troubleshooting skills for routers, printers, and other hardware
• Strong knowledge of Windows Server and Office 365
• Prior Service Desk, Desktop Support, or general IT Support experience
• Experience with Network Hardware, Active Directory, VoIP Telephony systems

Personal attributes

• Basic understanding of LAN and WAN technologies
• Exposure to working with or administrating Active Directory
• Passion for computers with practical knowledge of PC hardware and software
• Flexible, willing, self-motivated, and hands-on
• Demonstrable problem-solving ability and persistence in overcoming obstacles
• Organisation and time-management skills
• Full clean driving license for occasional travel to other locations
• Current valid passport for potential travel to European locations when required
• Good written and strong verbal communication skills
• Ability to follow and create procedural documentation and relevant reports

This is an exciting role where you can build a fantastic long-term career with a chance for advancement within the company. You will also receive first class training.

Office Based 5 Days Monday - Friday

Key skills: 2nd and Some 3rd Line Support, Azure, Office 365, Azure AD, Hardware, Networking Must have excellent Communication skills & Customer Service.

Circa £36k + Substantial Benefits