Support Analyst

at  Optima Warehouse Solutions Ltd

JOB OVERVIEW

We are seeking a dedicated and knowledgeable Support Analyst to join our team. The ideal candidate will be responsible for providing exceptional technical support and troubleshooting assistance to our users. This role requires a strong understanding of various technologies and the ability to communicate effectively with both technical and non-technical staff. The Support Analyst will play a crucial role in ensuring that our systems run smoothly and efficiently.

EXPERIENCE

• Proven experience in a technical support role, preferably as a Support Analyst or similar position.
• Familiarity with desktop support practices, including troubleshooting Windows environments.
• Knowledge of networking concepts such as TCP/IP, VPNs, and firewall configurations.
• Experience using ticketing systems like ServiceNow for issue tracking and resolution management.
• Proficiency in using Jira for project management tasks is advantageous.
• Strong customer service skills with the ability to handle challenging situations calmly and effectively.
• A proactive approach to problem-solving with excellent attention to detail.
  If you are passionate about technology and enjoy helping others resolve their technical challenges, we encourage you to apply for this exciting opportunity as a Support Analyst.
  Job Type: Full-time
  Pay: From £23,900.00 per year

Benefits:

• Casual dress
• Company pension
• Flexitime
• Free parking
• Gym membership
• On-site parking
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Work Location: Hybrid remote in Stafford ST16 3DP
Expected start date: 01/03/202

• Provide desktop support to end-users, addressing hardware and software issues promptly.
• Assist customers with troubleshooting and resolving technical problems related to Windows operating systems, VPN connections, and network configurations.
• Manage user accounts and permissions through Active Directory.
• Monitor and maintain firewall settings to ensure network security.
• Document all support requests in ServiceNow, ensuring accurate tracking of issues and resolutions.
• Collaborate with team members using Jira for project management and issue tracking.
• Deliver outstanding customer service by communicating clearly and professionally with users at all levels.
• Conduct regular system checks to identify potential issues before they impact users.