IT Support Analyst

Ref
29778
Department
Software Development
Location
Cirencester
Salary
Competitive
Closing date
31/01/2019
Description

Reporting to: IT Support Analyst

Location: Cirencester

Hours:  39 hour working week, Monday to Friday.  The hours will include some out-of-hours work when this is appropriate to minimise disruption for staff.

About Kallidus

Kallidus is a leading provider of learning and talent solutions, with 15 years’ experience in making learning and talent a success for over 200 clients. Our award-winning, cost-effective SaaS solutions are delivered by a dedicated team of specialists and the industry’s most innovative software developers. Above all, our passion for delivering outstanding customer service drives everything we do, by working in partnership with our customers to meet their business needs, by inspiring best practice to help achieve business transformation and long-term performance success, and through our dedicated Customer Excellence Programme.

The Role

This is a great opportunity to join a growing company as an IT Support Technician within a small team, supporting a 100+ user network in an ISO27001 certified environment where cyber security is important. You will be required to assist in the daily running of all IT systems and help our staff with their IT requests whilst developing your own technical skills.

Responsibilities

You’ll be busy from day one, helping with the day-to-day support of our staff and having the following responsibilities:

  • Manage and assisting with all support queries into the team through the various media (phone, email, face-to-face). Escalating calls within the department as necessary to deliver a timely solution to staff, keeping them informed of progress
  • Carry out checks on access control permissions across the networks to a formal process
  • Support our Office 365 infrastructure (exchange online, Sharepoint online) and all active network equipment and on-premise servers
  • Support our migration of on-premise services to the cloud
  • To undertake proactive daily checks on key systems to ensure any potential issues are spotted
  • In accordance with our joiners and leavers process ensure that Active Directory accounts are created and disabled in a timely fashion
  • Assist in creating IT documentation, processes and procedures
  • To install all necessary software and hardware needed by our staff
  • Ensure that IT peripherals stock is kept up to date and at a reasonable level of supply
  • Manage IT assets to ensure that hardware asset lists, network diagrams and software inventories are kept up-to-date and with periodic audits
  • Maintain and support servers and networking equipment with security patches and updates
  • Ensure that staff equipment is regularly maintained with security patches, and keep systems running smoothly with annual refresh
  • To help procure IT hardware and software by requesting quotes and purchasing equipment from our preferred supplier

Required Skills

Ideal candidates will be interested in, or have experience of:

  • Working with Windows 7 and Windows 10 desktop and laptops
  • Windows 2012 server OS
  • Exchange server and Office 365
  • Sharepoint
  • Microsoft Teams
  • Installing and supporting application software
  • Active Directory and Group Policy
  • Maintaining formal IT documentation with MS Word, MS Excel
  • IT hardware – phone systems, printers, mobile phones, and active network equipment
  • Methodical working, ability to create and follow instructions
  • Becoming an excellent problem solver with flexible solutions- understanding and solving issues quickly for hardware, software and network
  • Following formal processes to an international standard framework (ISO27001)
  • Able to work under pressure in a busy environment whilst remaining focussed and positive

Experience

Candidates should have a minimum of 2 years’ experience in a similar IT support role or may suit a recent graduate in a related field.

Personal Qualities

We are looking for someone who demonstrates:

  • An enthusiastic and professional attitude
  • A commitment to self-learning and delivering the best customer service
  • Excellent communication skills, both verbal and written
  • Ability to be pro-active in delivering and communicating support solutions to staff
  • Able to work on their own initiative as well as part of a team, as there will be times without direct supervision.

Qualifications

A minimum of 5 GCSE's at Grades A* - C, including Maths and English (or equivalent qualifications). An IT qualification is essential.

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