IT Support Analyst, Manchester

Job Purpose
Based from our Manchester office but with extensive travel across our other offices, you will provide 1st and 2nd line technical support to end users on various technical issues and problems relating to hardware, software and peripherals whilst being responsible for documenting and resolving incidents and service request tickets in a timely manner according to defined SLA’s.

Key Responsibilities

Technical Support
· Responsible for identifying and assisting in the resolution of 1st and 2nd line support issues or queries escalated from staff within agreed timescales
· Managing incident and service request tickets in the IT Service Management tool, categorising and prioritising requests as they are logged
· Dealing with hardware and software enquiries; working together with a small team to deliver a professional high quality service level to end users
· In depth fault diagnosis and resolution for hardware devices and applications across the firm’s estate of HP and Dell Servers, HP Thin Clients, HP Laptops, Avaya IP Telephones and Canon MFD’s
· Supporting the suite of Microsoft products such as Office 2010 to 2013, Windows 7 to 10 and server 2008 R2 to 2012 R2
· The support and management of Microsoft Active Directory, Exchange Server 2010, SQL Server and Remote Desktop Services within a VMWare environment
· First line support for the firms MatterSphere Case Management & Indigo finance systems
· Responsible for escalating unresolved problems within the agreed timescales to external IT partners and vendors
· Throughout the (to be defined) IT escalation process, maintain regular communication with Team Leader in order to manage customer expectations
· Manage and set up new hardware following IT policies and procedures
· Creating ‘how to’ guides for staff and keeping the knowledge base updated

Person Specification
· Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members or 3rd party vendors
· 2+ years’ experience of working in a similar role covering most of the technologies listed in the technical specification. Preferably with exposure to ITIL
· Experience with Remote Desktop Services / Terminal Services in a Thin Client environment
· Experience working within a legal environment using the MatterSphere Case Management System would be advantageous
· Experience working with SQL queries and .NET/C# desirable but not essential
· Qualified to degree level or equivalent professional qualifications or experience in an IT discipline is essential
· MCP or MCSE qualifications desirable but not essential
· Proven IT technical experience, specifically the use of Microsoft Office and Windows desktop and server Operating Systems
· Experience managing crisis situations, which may involve complex IT issues
· Must be willing to travel to our sites across the North West
· You must be able to demonstrate knowledge working within most of the environments that utilise the following systems and processes:

Essential Technical Experience
· Multiple sites connected via MPLS
· IP Telephony (Avaya IP Office)
· Windows Client technology (7, 10, embedded)
· Windows Server technology (2008, 2012 R2, Active Directory, Exchange, SQL)
· Thin client technology (RDS)
· Virtualisation (VMWare)
· Storage Area Network (HP)
· MatterSphere Business Application
· Indigo
· Stringent data protection requirements
· PCI requirements

Knowledge and Experience
· Good inter-personal skills, able to deal with all levels within an organisation and relieve potential conflicts.
· Excellent people management skills and understands dynamics of working within a team
· Strong attention to detail
· Self-motivated, results-oriented with a positive outlook
· Remains calm under pressure and easily adapts to change
· Enthusiastic and committed
· Approachable, well presented and professional
· Proficient written and oral communication skills.
· The ability to organise, prioritise and manage your time
· Be willing to roll their sleeves up when required

Hours: 9.00am – 5.30pm – Monday to Friday, Full time
Closing Date – 17 May 2018
Salary: Competitive
Applications to:
Please apply for this role by sending your CV and covering letter to:

Please note, this vacancy may be closed at any time if sufficient applications have been received. No agencies.