Senior Support Analyst/ Team Leader- Support

Purpose

• To maintain an efficient IT Service Desk.

• To deliver technical and operational tasks in line with procedures and timescales for the IT department.

• To carry out and develop system and department administration tasks in line with approved processes and procedures.

• To ensure the PC/Network and Server systems are configured and maintained to operate effectively such that users can access and use systems in an effective manner.

• To administer and maintain PABX, Security, CCTV and other systems or services within IT.

• To lead, supervise and develop the IT Support Team.


Area of responsibility (Needs to do)

- IT Service Desk – 40%

• To supervise, maintain, develop and promote the IT Service Desk facility ensuring ticket status is always up to date and to produce regular reports and analysis for management information.

• Provide 1st and 2nd line support for the end user community.

- Server and Network Administration- 40%

• Install, configure, support, maintain and enhance the SHOEfabrik Server and Network systems to ensure their security and maximum availability.

• Develop detailed plans and execution of agreed tasks and deadlines to ensure all infrastructure is maintained and patched in line with latest releases.

• Ensure that department standards are developed and adhered to when supporting the SHOEfabrik PC/network, Servers and all related IT responsibilities.

- Other duties – 20%

• Carry out all administration tasks in a professional and timely manner.

• Support the IT Manager with regards to any ad-hoc department activities.

Working with the administration department to raise purchasing requests for IT equipment and services.

• University or college degree in IT related subject

Specific knowledge (Needs to know)

• Good administrative, organisational and process skills

• Excellent PC hardware / software technical knowledge

• Excellent knowledge of Windows Server 2016 & VMWare

• Excellent knowledge of Windows 10 & Office 365

• Excellent knowledge of Mac OSX and Office for Mac

• Excellent knowledge of MS Outlook and Skype for business

• Excellent knowledge of security including systems, accounts, network and web access

• Excellent knowledge of Backup and Anti-Virus software and solutions

• Good knowledge of mobile phone O/S, including IOS and Android, and supporting Mobile Device Management Systems.

• Excellent knowledge of DNS, DHCP & Proxy servers

• Good knowledge of switch, router, Wifi and VLAN configuration

Needs to be

• Proactive.

• Organised.

• Be a good team contributor.

• Able to learn, develop and implement new processes and procedures efficiently.

• Team player.

• An excellent communicator both verbally and written in English, communicating both business and systems knowledge in a clear and concise manner.

• Flexible and be able to accommodate multiple changes in priority and requirements from different quarters.

• Enthusiastic.

• Pragmatic at all times, understands outcomes prior to proposing solutions and values simplicity.

• Structured.

- Company policies
- Company policies
- Company policies

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