IT Support Analyst - Grove, Pontevedra provincia, España - Alcority

Descripción

About the Role:

• The IT Support Analyst will play an essential role in our IT Support team by providing enduser support (Tier 1). They will report to the IT Support Operations Manager and work with staff at Alcority & its group companies to ensure all IT issues are solved in a timely and efficient manner. The incumbent ensures our office devices and technology are installed, configured, and maintained properly so our staff can be productive. The support environment involves regular office attendance in the Oxford area, and occasional travel to London, with out of hours oncall (rotation based) and includes remote support of international group offices.

Responsibilities:

• Direct experience providing Tier 1 SupportPhysical setup of workstations, laptops, and smartphones.
• Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
• Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
• Install, configure, and provision enduser devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
• Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
• Manage enduser software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
• Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
• Setup and provide user support for our video conferencing rooms and systems.
• Train employees on use of devices and new/upgraded core enterprise software.
• Occasional afterhours work for critical infrastructure updates and changes.
• Proactively communicate all changes, updates, and outages to staff.
• Frequent inperson office attendance in the Oxford area, with occasional travel to London

Requirements:

General- 1-3 years of experience in a similar position providing endpoint and infrastructure support. Excellent team player with the ability to positively encourage and influence others. Ability to multi-task with strong attention to detail. Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly. Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms. Ability to maintain a professional service level when dealing with fast-paced end users and VIPs. Desire to learn and become familiar with new areas of technology. Understanding of ITIL processes preferred Knowledge of the Software Development Lifecycle (SDLC)

Technical- IT troubleshooting skills:
ability to critically think and solve problems independently until escalation may be required. Experience with Active Directory, machine access changes, and various authorization controls. Direct Microsoft 365 experience is required, including knowledge of Azure AD. Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups. Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.) Ability to isolate problems with end user devices and infrastructure. Mobile Device Management - enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus. Creating, using, and updating scripts - PowerShell is a plus - to automate daily tasks. Networking fundamentals - basic troubleshooting of connectivity on workstations and servers. Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.) Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook) Experience with RMM solutions (TeamViewer, Kaseya, SolarWinds, etc.) is a plus. Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).- It is impossible to list every requirement for, or responsibility of, any position.

Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time.

Therefore, the above job description is not comprehensive or exhaustive._

• The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs._

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Benefits & Perks:
Time Off: 20 days of PTO for full-time employees and 12 compan