Technical Support Analyst
Venesky-Brown’s client, a public sector organisation in Norwich, is currently looking to recruit a Technical Support Analyst for an initial 3 month contract with potential to extend on a rate of £19.78/hour PAYE – working 37.5 hours per week. This role will be hybrid working.
Responsibilities:
– Provide advice and guidance on technical matters, supervise the other Technical Support Analysts
– Perform work which requires the application of a significant range of fundamental principles in a variety of contexts
– Take a structured and effective approach to own work and demonstrates leadership potential
– Able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives
– Able to communicate effectively, both orally and in writing, with clients, customers, colleagues and subordinates
– Display a responsible attitude to following procedures, keeping records and caring for equipment and other assets
– Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems
– Management and analysis of systems capacities and performance using agreed procedures and tools
– OS builds/rebuilds for Windows 7/10 and Windows 2003-16 Server; this includes specific applications, network and user configuration
– Configuration and implementation of Anti-Virus technologies for all servers/PCs within the IT and related network and systems using agreed tools, procedures and software
– Participate in the administration of security implementation and analysis, involving the identification and scheduling of server level updates and patches from Microsoft and user level security infrastructure from Domain-wide administration group privileges to individual access rights to remote resources
– Prompt exporting and importing of NSTS (National Strategic Tracing Service) data from PPA Oracle database on a monthly basis
– Issue escalation for both internal and third-party applications such as A&E, Maternity, Purchasing systems.
– Provide third line technical support for the onsite helpdesk
– Onsite management of Citrix Service Farm
– Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements
– Work with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensure that procedures are followed, particularly those relating to safety, AV procedures and security
– Provide verbal and written technical reports to specialists on aspects of system status. Provide non-technical reports to users and managers
– Manage the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention
– Work with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conduct investigations on system performance and makes proposals for involvement. Provide advice and assistance to specialists and other system or service providers
– Ensure that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
– Provide advice and guidance to less experienced colleagues as required
– Liaise with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements
– Participate in the on-call rota as required
– Project assignments
Essential Skills:
– Relevant Degree, IT Qualification – MCP or MCSE Windows 2003 – 2012
– HND or HNC in a relevant discipline
– Significant involvement in the support of Microsoft server products, data communications and networking technologies (LAN, x400, TCP/IP, RS-232) and printer functions
– Previous experience of implementing and supporting multi-user applications using databases, in particular the ICE system
– Previous experience of documenting systems and procedures and preparing training materials
– Experience supporting users in a similar environment
– Practical experience of supporting computer hardware printers, software applications and Windows Service 2003 – 2012
– Practical experience of MS SQL Server and Web Server products
– A good analytical mind, able to prioritise and organise tasks effectively
– Motivated and has a flexible and enthusiastic approach to work
– Versatile and can respond to change
– Must be able to work as part of a team or independently using own initiative
– Will need to be able to act as the sole member of support on occasions
– Good communication skills and interpersonal skills – must be able to liaise effectively with non-IT and IT professionals
– Has an understanding of the use of IS/IT in organisations
– Understands the need for documentation and conformance to standards
– Has a knowledge and understanding of IT Modernisation initiatives
– Effective role model, demonstrating the organisation’s PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– Provide advice and guidance on technical matters, supervise the other Technical Support Analysts
– Perform work which requires the application of a significant range of fundamental principles in a variety of contexts
– Take a structured and effective approach to own work and demonstrates leadership potential
– Able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives
– Able to communicate effectively, both orally and in writing, with clients, customers, colleagues and subordinates
– Display a responsible attitude to following procedures, keeping records and caring for equipment and other assets
– Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems
– Management and analysis of systems capacities and performance using agreed procedures and tools
– OS builds/rebuilds for Windows 7/10 and Windows 2003-16 Server; this includes specific applications, network and user configuration
– Configuration and implementation of Anti-Virus technologies for all servers/PCs within the IT and related network and systems using agreed tools, procedures and software
– Participate in the administration of security implementation and analysis, involving the identification and scheduling of server level updates and patches from Microsoft and user level security infrastructure from Domain-wide administration group privileges to individual access rights to remote resources
– Prompt exporting and importing of NSTS (National Strategic Tracing Service) data from PPA Oracle database on a monthly basis
– Issue escalation for both internal and third-party applications such as A&E, Maternity, Purchasing systems.
– Provide third line technical support for the onsite helpdesk
– Onsite management of Citrix Service Farm
– Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements
– Work with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensure that procedures are followed, particularly those relating to safety, AV procedures and security
– Provide verbal and written technical reports to specialists on aspects of system status. Provide non-technical reports to users and managers
– Manage the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention
– Work with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conduct investigations on system performance and makes proposals for involvement. Provide advice and assistance to specialists and other system or service providers
– Ensure that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
– Provide advice and guidance to less experienced colleagues as required
– Liaise with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements
– Participate in the on-call rota as required
– Project assignments
Essential Skills:
– Relevant Degree, IT Qualification – MCP or MCSE Windows 2003 – 2012
– HND or HNC in a relevant discipline
– Significant involvement in the support of Microsoft server products, data communications and networking technologies (LAN, x400, TCP/IP, RS-232) and printer functions
– Previous experience of implementing and supporting multi-user applications using databases, in particular the ICE system
– Previous experience of documenting systems and procedures and preparing training materials
– Experience supporting users in a similar environment
– Practical experience of supporting computer hardware printers, software applications and Windows Service 2003 – 2012
– Practical experience of MS SQL Server and Web Server products
– A good analytical mind, able to prioritise and organise tasks effectively
– Motivated and has a flexible and enthusiastic approach to work
– Versatile and can respond to change
– Must be able to work as part of a team or independently using own initiative
– Will need to be able to act as the sole member of support on occasions
– Good communication skills and interpersonal skills – must be able to liaise effectively with non-IT and IT professionals
– Has an understanding of the use of IS/IT in organisations
– Understands the need for documentation and conformance to standards
– Has a knowledge and understanding of IT Modernisation initiatives
– Effective role model, demonstrating the organisation’s PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
If you would like to hear more about this opportunity please get in touch.
