Technical Support Analyst

Technical Support Analyst - Dudley

nGeneration Limited is one of the UK's leading independent IT service and software solution providers to the UK Corporate Hospitality market, our Customers are groups including include pubs, clubs, restaurants and hotels.

Due to Company expansion we are currently seeking a team of enthusiastic Technical Support Analysts to join our dynamic and expanding team.

You will be responsible for ensuring that all Customer escalations are answered promptly and handled professionally. In conjunction with this, you’ll be required to complete detailed and accurate call records, leading to Fault Analysis and Resolution as well as working closely with our Service Desk team on escalations and developing their skills and knowledge base.

The main responsibilities for this role will be:

• First point of escalation for our Service Desk Team
• Investigation faults and problems and taking appropriate action in order to reach satisfactory resolutions
• Prioritisation and management of workload and tasks, working within contractual service level agreements
• To ensure that Customers are kept up to date with the progress of fault resolutions
• To update and share knowledge that is gained with Team members and the Service Desk Team.

The essential skills for this role are:

• A minimum of 2 years’ experience working within a similar role
• Industry Certifications; these can include Comptia A+ and MCCSA/CCNA
• Previous experience of working with Active Directory, Windows Operations systems and Servers, Office 365/Exchange servers and all versions of MS Office
• Previous experience of networking, PC Configuration, command prompt and SQL Databases
• Strong communication skills both verbal and written

This role will be office based at our Head Office in Dudley and will involve working 5 days out of 7 days.