Technical Analyst 1st Line Service Desk
Technical Analyst 1st Line Service Desk
Posted on :
28-01-2025
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1 Vacancy
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Job Description
Background
SysGroup is an awardwinning Managed IT Services Cloud Hosting and expert IT Consultancy provider. The Group s head office is in Manchester and has offices in London Newport and Edinburgh.
SysGroups strategy is to expand its position as a trusted provider of Managed IT Services to clients in the UK and the Group makes carefully targeted acquisitions to supplement organic growth. The sales approach is consultative to guide customers through the complexities and developments in the market and we aim to develop strong client relationships to become an extension of their existing IT department.
At SysGroup our people are passionate about what they do committed to their team their colleagues and the success of our business. As a business we pride ourselves on our friendly and collaborative teams.
Position Description
The Technical Analysts serve as the 1st Line presence within the overall SysGroup Service Desk (which currently consists of approximately 50 engineers ranging from level one roles up to level four)
Core duties involve standard Service Desk based tasks for the SysGroup customer base including tickets and calls relating to incident management breakfix fault resolution carrying out service and change requests etc. Support and inscope systems include physical servers network devices virtualised environments and workstations.
As a 1st Line presence the candidate will be responsible for being the contact point for our customers logging and triaging tickets via phone email or portal performing the initial investigation to diagnose and fix issues and escalating any ticket that cannot be resolved to the 2nd/3rd line teams.
Key Responsibilities
To manage and prioritise own workload (i.e. assigned tickets calls and tasks to ensure customers are kept updated)
Liaise with 3rd Party providers (e.g. connectivity providers) and vendors (e.g. escalations to Microsoft Mimecast or other partners) as part of issue resolution.
Provide internal support to the SysGroup Sales Team (Business Development Managers) where information is required relating to a particular customer.
To ensure existing processes and procedures are adhered to (e.g. where authorisation is required from certain customers before carrying out actions managing major incident processes and producing incident reports)
Job Role
- 37.5 hours per week
- Hybrid working 2/3 days per week in office
- 3 month initial contract with the potential to extend/become permanent
Requirements
The ideal candidate will have previous experience working for a Managed Service Provider and/or a Technical Support Team
In general experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous)
IT Service Management Processes
Understanding industry standard terms (e.g. differences between P1 P2 or P3 priorities) exposure to Root Cause Analysis (RCA) and incident management experience using a Ticket Systems to log and manage issues.
Active Directory Management
AD object Management creating/amending/deleting users and groups. Resetting passwords unlocking accounts.
Office 365 Administration
Forcing AD syncs converting user mailboxes to shared migrating Exchange/Hybrid mailboxes into O365 creating/administrating distribution groups understanding of licensing running PowerShell for tasks not possible in the web UI (e.g. calendar permissions).
Web/Email Security management
Administration of 3rd party hosted email filters (Mimecast Forcepoint SonicWALL HES) to release emails whitelist/blacklist domains Force AD user Sync and troubleshoot email send/receive issues.
Manage hosted web filter solutions (Forcepoint) to allow or restrict access to company approved sites.
SharePoint Administration
Creating SharePoint sites changing security permissions applying best practices syncing SharePoint sites with file explorer (OneDrive)
Though not essential the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organisations
- CompTIA
- Azure Microsoft / Office 365
- AWS
- Cisco
- WatchGuard
Benefits
As well as a competitive salary dependent on experience we also provide the following benefits
- 25 days holiday (plus bank holidays)
- An additional half a day holiday on your birthday
- Pension scheme
- Employee discounts
- Cash plan medical care
- Private medical insurance
The ideal candidate will have previous experience working for a Managed Service Provider and/or a Technical Support Team In general, experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous) IT Service Management Processes Understanding industry standard terms (e.g. differences between P1, P2 or P3 priorities), exposure to Root Cause Analysis (RCA) and incident management, experience using a Ticket Systems to log and manage issues. Active Directory Management AD object Management, creating/amending/deleting users and groups. Resetting passwords, unlocking accounts. Office 365 Administration Forcing AD syncs, converting user mailboxes to shared, migrating Exchange/Hybrid mailboxes into O365, creating/administrating distribution groups, understanding of licensing, running PowerShell for tasks not possible in the web UI (e.g. calendar permissions). Web/Email Security management Administration of 3rd party hosted email filters (Mimecast, Forcepoint, SonicWALL HES) to release emails, whitelist/blacklist domains, Force AD user Sync and troubleshoot email send/receive issues. Manage hosted web filter solutions (Forcepoint) to allow or restrict access to company approved sites. SharePoint Administration Creating SharePoint sites, changing security permissions, applying best practices, syncing SharePoint sites with file explorer (OneDrive) Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organisations CompTIA Azure, Microsoft / Office 365 AWS Cisco WatchGuard
Employment Type
Full Time
Company Industry
Key Skills
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