Global IT Support Analyst

Job Elements: -

• Responsible for providing 2nd/3rd line technical support to the Service Delivery team across allotted hardware/software platforms.
• Responsible for supporting IT Engagement teams with Infrastructure support/services for systems hosted at the datacentre.
• Responsible for the installation, configuration and on-going patching of physical and virtual Servers in the datacentres and regional offices.
• Accountable for the creation and maintenance of technical documentation which supports infrastructure and supported services.
• Adhere to Standard Operation Procedures, Work Instructions and adoption of industry best practices.
• Ensure Service level agreements are adhered to
• Ensure regular maintenance activities; including software / hardware service packs / licence checks and data restores are performed to ensure that the system remains in compliance and fit for purpose
• Where necessary engage with 3rd party suppliers to facilitate the delivery and support of IT systems and services to the business functions.
• Provide system training to the Service Delivery support teams when required

The ideal candidate will have:

• Minimum of 5 years’ experience of providing 2nd line support
• IT and/or Microsoft qualification (MCSE, MCITP,CNNA)
• Strong background in Windows Server 2012 R2 / 2008
• Extensive experience of VMWare/Hyper-V
• In-depth Active directory skills
• Excellent analytical, problem solving and decision making skills;
• Proven ability to prioritise based on business need;
• Excellent attention to detail;
• ITIL Awareness
• Experience of working in a heavily regulated environment is an advantage;
• Good written and oral communication skills;
• Service and customer oriented in approach and manner