The Technical Support Analyst role is encapsulated within the digital team and reports to the Senior Support Engineer. The role requires strong skills in PC configuration, software installation, troubleshooting and general IT systems administration and maintenance.
DUTIES AND RESPONSIBILITIES
Task Delivery
Concern for quality & detail
- Ability to approach and accomplish tasks within set timeframes, with a sense of urgency whilst maintaining a focus on detail. It involves an underlying drive to reduce inconsistencies, risks and errors in the surrounding work environment through monitoring, checking and compliance with standards and procedure
Planning & adapting work
- The ability to create and/or follow a structured approach and plan a course of action to deliver set tasks and duties. It also includes having the flexibility to change the approach when required. This involves identifying and organising available and appropriate resources to achieve set results, taking responsibility and delivering consistently and on time
Interpersonal
- Teamwork
- Displaying actions, values and communications that focus on the team. It is maintaining the balance of the needs of the individual, team and organisation. It includes sharing knowledge and celebrating achievements
Customer orientation
- Thinking about and consciously acting towards keeping others happy (whether internal or external). This includes establishing effective relationships to strengthen the ability to understand the other person and what their needs are
Personal
- Proactive development
- A commitment to continual learning, maintaining and enhancing professional knowledge and skills, so the contribution within the role is effective to the organisation
High work standards
- Continually striving for high standards in all activities and setting high goals for performance. It includes being dissatisfied with average performance and imposes standards of excellence on self rather than having standards imposed by other
Analytical
- Problem solving
- Ability to gather and synthesize both qualitative and quantitative information, probe to get to the underlying root causes, identify the pros and cons, see the implications of actions and recommend valid solutions
Learning agility
- Ability to absorb and understand concepts, recall and apply to the role. It is the ability to reason with multiple sources of information, identify patterns and trends in order to become more effective in a role. It includes being self-aware and being committed to continuous learning and self-improvement
QUALIFICATIONS
- Computer hardware and software setup experience
- Proficient use of MS Office applications
- Exposure to Office 365, SharePoint Online, One Drive, Teams, etc
- Backup/storage knowledge
- Understands concepts of internet and cloud based technologies
- Anti-Virus configuration, virus/malware removal
- Desire for scripting/coding/automation, have an aptitude for learning and will be an enthusiastic member of the wider digital team
- Demonstrated willingness to get involved and have a go with a broader range of activities and deliverables, such as system testing, cloud configuration, deployments and system monitoring / analytics of the software developed in house
- Basic networking and troubleshooting
- Ability to work autonomously and as part of a team
- Commitment to finding solutions and best practice
