User Support Analyst

Role overview

Technical support and infrastructure

• Diagnose hardware, operating system, software, and network issues; install, configure, and support desktops, laptops, and applications.
• Support user and system administration through Active Directory.
• Monitor LAN, WAN, Wi-Fi, and connectivity services; conduct health checks and investigate incidents.
• Support network changes, maintenance, implementations, upgrades, and migrations; escalate critical incidents as appropriate.
• Raise and track support tickets with external network and telecommunications providers.
• Support Citrix thin clients, printers, and data backup and restore activities.
• Support software and patch deployment across local and regional systems.
• Maintain network documentation, diagrams, configuration records, and asset information.
• Support senior managers and directors with desktop and connectivity issues, including at off-site seminars and conferences.
• Contribute to IT projects, infrastructure builds, and continuous service improvement.

Experience and technical requirements

• Bring 2–3 years' experience in a similar role and a generalist IT background of five years.
• Have proficient knowledge of PC and server infrastructure and strong Active Directory administration skills.
• Be proficient in TCP/IP, DNS, and DHCP, with working knowledge of network monitoring and LAN, WAN, Wi-Fi, and connectivity support.
• Have experience supporting Citrix thin client environments and knowledge of PC/server backup and imaging technology.
• Know Microsoft Outlook / Microsoft 365 setup and have experience maintaining network diagrams, configuration records, and asset databases.
• Have experience coordinating supplier support tickets and awareness of ITIL and change management principles.
• Scripting knowledge, such as VB Script, would be beneficial.

Success attributes and preferred certification

• The employer values customer focus, analytical thinking, initiative, attention to detail, flexibility, sound decision making, clear communication, and relationship-building.
• MCSA, MCSE, or MCITP accreditation is preferred; relevant experience may be considered instead.

Benefits

• The package includes competitive salary, eligibility for performance-related bonuses, holiday entitlement that increases with service, and a company pension.
• Other benefits include life assurance, enhanced maternity pay, company sick pay, voluntary discounts, health assessments, employee assistance, wellbeing support, and training and development opportunities.