โพสต์ใน: วิศวกรรม ใน London | Posted: |
Role: IT Support Analyst
Location: Hampstead, North London/ Remote Working
Salary: Up to £35k depending on experience
Full time: Mon – Fri (Apply online only)
Reporting to: Client Services Manager
About us:
Group Nexus is an established, leading player in the parking management industry. With our new and luxurious premises in Hampstead, North London our employees are given flexibility to work from the office and in their home environments. We understand that the success of our business relies upon the satisfaction of our clients and as a result, we strive to provide them with the highest service levels at all times. With a recent multi-million pound investment in digital technology and IT infrastructure, we are uniquely positioned within our sector and are able to offer our clients best-in-industry solutions to meet their ever-changing needs.
About the role:
The IT Support Analyst role is responsible for providing first line support to both internal and external customers for a range of solutions. This is an exciting opportunity for a candidate looking to improve their technical support skills and experience. Working within a fast-paced and dynamic team, you will play a key role in expanding the business with a significant improvement strategy, playing a key part in achieving the goals defined within our client’s strategy.
You will be supporting 750+ remote sites as well as having responsibility for dispatching engineers to site to resolve issues. A good technical understanding is important as you will be helping to configure hardware and provide support for troubleshooting issues and supporting engineers onsite.
Completing daily checks of the system will be part of your routine as well as monitoring all incoming alerts using various tools and whilst there will be predefined actions for some tasks, an overall understanding and willingness to explore will be required to troubleshoot to get to the bottom of the issue. This position includes performing 1st and 2nd level troubleshooting, manual alert analysis and resolving issues.
Key Objectives & Responsibilities:
* Daily management of support tickets
* Daily Checks
* Compiling ad-hoc reports
* Resolving tickets to SLA
* On-site equipment sign-off
* Ability to coordinate across teams, working closely with peers to deliver on SLA’s
* Advanced skills in troubleshooting and analysis, networking, applications and systems
* Proactively contacting clients, contractors and stakeholders as a part of incident management
* Troubleshooting hardware\software issues
* Management of 3rd party suppliers
* Escalation of issues to the 2nd line support operatives
* Analysis and monitoring of site data feeds across various platforms
* Responding to daily client email/telephone support requests and queries
* Commissioning of new sites and solutions
* Analysis of site data including visits, vehicle movements, permits and potential offenses
* Provision of remote assistance to field service engineers
Personal Qualities:
* Self-motivated with the ability to work under your own initiative
* Ability to work within a team environment
* Effective communication skills
* Enthusiastic with a positive attitude
* Versatile and eager to adapt and learn new skills
Technical skills:
* Understanding of Windows operating systems from XP onwards
* Understanding of network topology and communication services
* Proven methodical approach to fault diagnosis
* Previous experience within an IT support environment
Desirable:
* Knowledge of ANPR or CCTV cameras and/ or the parking industry
* ANPR
* Scripting
* Monitoring Tools
* Networking
