Systems Support Analyst

at  gentoo

WHAT WE ARE LOOKING FOR:

Experience and Knowledge:

• Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent work experience.
• Proven experience in a technical support role, preferably in a corporate environment.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
• Excellent troubleshooting skills, with the ability to analyse and resolve technical issues efficiently.
• Experience of relational databases, SQL queries, and data analysis tools is desirable.

Atributes and Behaviours:

• Ability to work independently and collaborate effectively in a team environment.
• Strong attention to detail and the ability to manage multiple tasks and priorities effectively.
• Ability to communicate with both technical and non-technical stakeholders
• Customer-focused mindset with a dedication to providing high-quality support and ensuring user satisfaction.

Some of our great benefits include:
31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.

Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.
We have an opportunity for a Systems Support Analyst to join the Transformation and Technology team, based in our head office in Doxford Park, Sunderland. The role is offered on a hybrid working basis; therefore we are looking for candidates who can commute to our offices on a daily basis if required.
This is an exciting and rewarding role within a forward-thinking team who are always looking at innovative ways of delivering fantastic solutions within the business and evolving the sector at large. Reporting to the System Support and Implementation Manager, the Systems Support Analyst will work alongside Systems Analysts and Product Owners. Working within the Applications 1st Line team the System Support Analyst will take ownership of allocated incidents, requests and problems ensuring they are managed and prioritised consistently. Including assigning and managing 3rd party incidents where appropriate. You will perform routine operational and housekeeping tasks to ensure that systems are kept up to date and highlight trends within Product support.
The role is subject to a basic DBS paid for by Gentoo.

Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers

• Respond to user inquiries and technical issues related to systems, software applications, integrations and hardware devices.
• Diagnose and troubleshoot system problems, identifying root causes and support the implementation of solutions in a timely manner.
• Provide remote or on-site support as needed, guiding users through problem-solving steps and resolving issues effectively.
• Perform and support routine maintenance tasks, such as software updates, system patches, data backups, housekeeping and operational tasks to ensure system integrity and security.
• Monitor system performance and availability, proactively identifying potential issues and taking corrective actions to prevent downtime.
• Conduct training sessions and create user documentation to educate employees on system functionalities, best practices, and troubleshooting techniques.
• Offer guidance and assistance to users in optimising their usage of systems and applications to improve productivity and efficiency.
• Maintain accurate records of user inquiries, technical issues, and support activities using ticketing or tracking systems.
• Collaborate with IT teams, system administrators, and vendors to escalate complex technical issues and coordinate resolutions.
• Communicate effectively with users, providing clear and concise instructions, updates, and status reports on support activities.