Senior Support Analyst

Senior Support Analyst

My client is an organisation within the entertainment and recreation sector. In recent years they have reached over a million customers per annum with locations throughout the UK & US. Due to growth within the company, we are now looking for a Senior Support Analyst to join the team.

• Mac OS X (10.6 +)
• Windows Operating Systems
• Microsoft Azure Configuration and Management [Essential]
• Virtualization VMware/VSphere/Hyper V [Beneficial]
• Website CMS/EXM (SiteCore) [Essential]
• Microsoft CRM (2016)
• Microsoft Exchange 2010+
• Cloud Services (AWS, Azure, Office 365)
• VoIP/Telephony
• MS Office (2010/2013)
• Networking Protocols
• Active Directory (Inc. AD connect) [Beneficial]
• SQL Server (2008 and above) [Beneficial]
• ITIL Framework [Beneficial]

Responsibilities:

• Provide training, technical support, debugging and troubleshooting as required
• Provide support and administration of Azure environment for the effective delivery of the companies’ web instances (SQL, Mongo)
• Deal with third parties to provide maintenance assistance as and when required
• Provide escalation management of support activities in a timely manner
• To arrange the provision of maintenance for all hardware, software and other IT related facilities ensuring that the companies best interests are represented
• Acting as a liaison point with users on matters affecting IT provision.
• The ability to communicate effectively and with appropriate sensitivity with a wide variety of colleagues and suppliers
  • Email and Data storage (MS Exchange, Office 365, NAS/SAN)
  • Website functions and usage (Sitecore)
  • CRM and Data Analysis support to the business (Microsoft CRM)
  • The ability to prioritize work without the need for close supervision
• Responds to telephone calls, email and dispatched requests for technical support
• Documents, tracks and monitors the problem to ensure a timely resolution
• Acting as senior support providing a consultative support approach to the business on key application delivery, including:

• 3 to 5 years minimum supporting and maintaining technologies in the local office to include Mac-based systems, laptops, desktops, and printers
• Hands on experience and in-depth knowledge of Macintosh technologies
• 3 to 5 years’ experience of supporting a multi-location organisation, including local and network authentication.
• Experience with mobile applications/products including: iPhone, iPad, and Android platforms
• Service Desk, operational support, ITIL
• Retail, e-commerce or logistics experience