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IT Infrastructure Support Analyst

Details
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What will you be doing?

IT Infrastructure and Support Analyst is responsible for ensuring the efficient and optimal IT management of Future Cities Catapult and our 120 users.

Key Responsibilities

The main responsibilities of this role are:
  • Managing our helpdesk ticketing system, triage and respond to user enquiries in a timely manner, and ensure down-time/outages are minimised through a high level of responsiveness.
  • Ensure continued maintenance and continued efficient running of all aspects of our IT system, network and infrastructure, including installation of new systems, managing systems upgrades, software licenses and servicing in line with service agreements and business requirements.
  • Set-up new users, including user accounts, configurations, and delivering IT induction training.
  • Effective systems management including archiving old users and managing user information.
  • Maintain and publish relevant support documentation relating to IT use including but not limited to our IT policies, email and internet use practices, induction information and training materials for existing and new systems.
  • Work closely with the facilities team to ensure technology across the Catapult is properly set up and managed, including AV equipment. 
  • Managing the IT assets including computer stock, phones, server and all associated hardware.
  • Ensuring compliance with all necessary legislation including but not limited to Data Privacy.

Skills & Experience

  • Previous experience working in a stand-alone IT support role, providing user support, licensing management and systems maintenance in a similar single-site environment.
  • Experience working to and managing vendors and licensing agreements.
  • Demonstrable prior experience managing an IT helpdesk/ticketing service, including the capability to prioritise work and requests, and manage the expectations of users.
  • Mixed estate (Windows and Mac) device management.
  • Telecommunication support including mobile phones, office telephone systems and teleconferencing (BlueJeans)
  • Previously experience managing user support on a range of software applications for business including:  SalesForce, Sharepoint, Microsoft Business365, Slack, SAP
  • Previous experience documenting user manuals, IT policies and providing training for users.
  • A highly organised individual, who can work autonomously and is able to understand license agreements, proactively manage business requirements and be highly responsive to IT user issues.
Technical Skills
  • Administration and configuration of Windows Server 2012, R2.
  • Administration and configuration of CASPER Suite, Mac Management.
  • Administration and management of automated device backup and restore solutions.
  • Experience of providing desktop support to end users (Windows, Mac and Linux).
  • Advance experience of Office 365 and Exchange online.
  • Experience of Azure active directory and familiar with SSO setup.
  • Advance experience of Windows Active Directories.
  • Advance experience of TCP/IP networks, DHCP, DNS and VLANS.
  • Familiar with video conferencing tools such as Bluejeans, Skype for Business.
  • Familiar with MDM solutions.
  • Advance experience of Anti-virus and malware protection software.
  • Advance experience of MDT 2013.
  • Familiar with printer services such as Equitrac.
  • Management of business cloud services such as Dropbox, Google Suite, SAP by Design, Fairsail HRMS etc.
  • Experience of advance AV technologies.

Role Specifics

Interview Dates

 3rd August – CV Screening, if you're successful you will contacted by the 4th of August
9th August & 10th of August –  Interview Stages
 

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