Ref
18372
Department
IT Infrastructure
Location
Hybrid
Employment type
Full-time
Salary
£25,000 DOE
Closing date
30/09/2022
Description

Novacroft are looking for a 1st Line Technical IT Support Analyst, acting as an important member of the IT team. We are looking for a 1st Line Support Analyst with good all-around Windows troubleshooting skills to work via a service desk on both internal and external issues. Reporting to the Service Desk Team Leader, you will monitor the service desk, resolving all technical issues where possible and escalating where resolution cannot be completed remotely. It is desirable that there is a willingness to advance into infrastructure, networking, or security.

For this role, there is a requirement to work 3 days in the office in Brixworth.


Technical skills

Essential 

  • Desktop PC build,  troubleshooting &repair
  • Laptop build, troubleshooting &repair
  • Windows 10 deployment & troubleshooting
  • TCP/IP configuration & troubleshooting
  • DNS configuration & troubleshooting
  • DHCP configuration & troubleshooting
  • Understanding of VLAN concept
  • Applying & Removing Windows Updates on PCs
  • Active Directory user management on prem & in Azure
  • Printer configuration, print server administration
  • Centrally Managed Antivirus experience

Desirable

  • Windows System Update Server usage
  • Windows Deployment Server usage for kit builds
  • Windows 10 management via Group Policy
  • Windows 10 Group Policy troubleshooting
  • Google Workspace administration
  • Office 365 administration
  • Understanding of ITIL v3 or v4
  • Foundation-level certification on ITIL v3 or v4

Soft Skills

  • Capability & willingness to show initiative and develop
  • Updating or creating user documentation guides where applicable
  • Liaising with internal and external customers face-to-face and remotely
  • Providing remote support (telephone/email/online sessions) to users
  • Experience in operating within ITIL service desk environments
  • Resolving service desk tickets to defined SLAs & performing calmly under pressure
  • Time management, effective team communication and delegation when appropriate
  • Maintain documentation & FAQs for user knowledgebase
  • Ability to spot service desk issue trends to mitigate root causes rather than firefight
  • A strong understanding of Cyber Security threats, best practices, “do's & don’ts”
  • A strong understanding of Personal Data and the importance of adherence to GDPR
  • Enforcement of user & systems adherence to corporate cyber and information security procedures
  • Participation in out of hours on-call support Rota scheme
  • Participation in monthly maintenance, security patching in and out of hours.

Qualifications/Experience

Essential 

  • 5 GCSEs, grade C or above including Maths and
    English
  • 2 years previous experience in 1st line within a
    Service Desk environment

Desirable

  • MDST qualification (Microsoft Desktop
    Support Technician)
  • A degree level qualification in an IT related
    discipline is beneficial

Rewards

  • A collaborative, creative working environment
  • SuperNova Rewards platform/High Street Discount Scheme
  • Mental Wellbeing support
  • Time off for volunteering
  • Company pension scheme
  • Generous holiday entitlement
  • Get your birthday off!

If you're interested in this opportunity or feel you may not have the complete skillset but would like to hear more then please get in touch!
Novacroft is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender.