The IT Support Analyst’s role is to provide a first point of contact and a high level of customer service to our user community. This will include incident tracking and management, first- and second-line support. Request fulfilment, asset management, user management, and security compliance. Close liaison with other members of the IT team both in person and remotely is needed to ensure proper resources are allocated to resolve tickets in acceptable time limits.

Perks and Benefits

• A company culture that promotes work life balance
• Access to mental health support
• Business performance related bonus
• Career development opportunities
• Commitment to continued learning and development
• Long Service Awards
• Enhanced Holiday Entitlement based on length of service
• Free parking
• 25% off local gym membership

Essential Responsibilities

• Incident management and resolution. Service Request fulfilment
• First and second line support for all aspects of IT. Opportunities to develop knowledge and take on more responsibilities as knowledge/experience grows
• Build, configure and support desktops, laptops, mobile phones, shop floor CNC machines
• User account setup and password management. Active Directory
• Software and Hardware Asset Management
• Provide orientation and training to non-technical colleagues and end users
• Hands-on experience of as many of the following aspects of IT as possible
  • Desktops, laptops, Windows tablets, Samsung mobile devices
  • A Microsoft environment; Windows, Office
  • Local data networks (including copper and fibre cabling, switches, routers, wireless access points) and integration with Wide Area Networks
  • Printers, scanners and document centres/multi-function devices
  • Door Access Control Systems and CCTV
• Availability to travel to supported to UK divisions.

Position Requirements

Academic:

• Relevant higher education or degree is desirable

Professional Accreditations:

• Recognised technical accreditations are desirable but not essential

Experience:

• Minimum 1 years’ relevant IT support experience
• Broad experience of IT infrastructure highly desirable
• Aerospace experience not essential but helpful
• Cybersecurity standards with regards to regulatory frameworks e.g. ISO 27001, PART-IS, NIST SP 800-171, CMMC 2.0 – desirable

Key Competencies:

• Strong customer service orientation
• Excellent verbal and written communication
• Broad range of technical skills
• Ability to prioritise work and meet challenging deadlines
• Ability to work both unsupervised and as an active member of a collaborative team
• Keen attention to detail
• Proven analytical and creative problem-solving abilities
• Ability to provide support in person and remotely

Other skills/Abilities

Skills:

• Numerate and financially aware

Abilities:

• Self-motivated and able to work on own initiative
• Keen to learn new skills and be aware of latest technologies and trends
• Open to new ideas

Personal Attributes:

• Friendly and approachable
• Flexibility – willingness to travel and support sites in UK & Europe and work flexible hours when required by demands of the job e.g. breakdowns, upgrades