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2^nd Line IT Support Analyst – Portsmouth

2nd Line Support / Analyst / Citrix / VPN / troubleshoot / windows / ITIL

2^nd Line IT Support Analyst required for a leading engineering group based in Portsmouth to be responsible for offering deskside and remote support to business users (including VIP/C level executives) across a multi-site environment. The individual will be required to provide IT support utilizing industry best practice technical experience with a focus on excellent customer service skills. This role supports a complex environment and will include resolving incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications.

Strong emphasis will be required on regular utilization of the teams call logging tool, there is a high focus on regular updating of incidents and service requests to achieve departmental SLA’s.

2nd Line Support / Analyst / Citrix / VPN / troubleshoot / windows / ITIL

Key Responsibilities

• Install, set up, update, troubleshoot and resolve issues on laptops, desktops, printers, smart devices (tablets and mobiles) and telephony equipment
• Support various applications across both legacy and current versions of Windows Operating system as well as VPN clients, Citrix and bespoke software residing on the local machines and servers.
• Provide hands on support for local backup systems (change tapes, physical troubleshooting, restores and monitoring) as well as logging actions.
• Knowledge of machine builds and ability to provide support in this area if required (including data transfer and user induction).
• Create support documentation to improve departmental knowledge on bespoke systems and site related activities.

Key Skills

• Excellent customer service skills with 3 – 5 years of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools.
• Experience of troubleshooting/supporting technologies such as NetBackup/MDT and SharePoint.
• Experience of supporting VIP users is essential
• ITIL V3 Awareness
• Must have previous experience of having worked in a large organization supporting 10,000+ user base across various locations
• Outstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others)

The salary my client is offering for this position is between £30,000 and £32,000 per annum depending on experience.

Interested?! Send your up to date CV to Claire Ingram at Crimson for review

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Crimson are acting as an employment agency in regard to this vacancy

2nd Line Support / Analyst / Citrix / VPN / troubleshoot / windows / ITIL