0333 123 1240 info@pro2colgroup.com

Job Vacancy

Technical Support Analyst
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Overview

JOB TITLE:  Technical Support Analyst

JOB TYPE: Permanent Contract, Full time

HOURS: 37.5 hours per week, Monday to Friday, 9:00 am to 5:30 pm

PAY: Salary up to £25,000 depending on experience

BENEFITS: 25 days holiday increasing to 30 days with length of service. Enhanced company pension scheme. Enhanced maternity / paternity. Company sick pay. Gift vouchers to celebrate for employee birthdays and milestones. 1 day charity / community leave per year. Cycle to work scheme. Health cash plan. Hybrid working. Quarterly team events. Development opportunities e.g. vendor certifications and Certified File Transfer Professional (CFTP) qualification.

LOCATION: The Saxon Centre, Devonshire Suite, Christchurch, BH23 1PZ.

Our offices are located in the centre of Christchurch, next to the high street shops, with Christchurch Quay a 10-minute walk away and only five minutes from the railway station.

SUPERVISOR/MANAGER: Operations Director

CULTURE: Fun and hardworking team, with an ethical approach and charity and environmental focus. Believing in work life balance and creating a family first and supportive culture for all our employees.

 

Who we are looking for

Business at Pro2col continues to grow, despite the current challenges of COVID-19. In fact, our secure file transfer and automation services are proving even more important to our customers at this difficult time. Due to this growth we are looking expand and have identified the need for a Technical Support Analyst to join our team.

 The Technical Support Analyst will be responsible for helpdesk first line to ensure our customers mission critical systems are performing optimally and will be central to the overall success of the organisation.

 

Summary of role

MAIN DUTIES / RESPONSIBILITIES:

  • Answering incoming support phone calls from our customers
  • Logging new support calls into the support system
  • Basic issue resolution using template responses where we have them
  • Capturing information relating to more complicated issues for second line support
  • Daily follow up of all open tickets
  • Providing internal office IT support to the team where required
  • Making sure our demo systems running in AWS are working as expected
  • Installation of demo software on Windows Server
  • Management of licences in our demo suite
  • To resolve all first line level queries and tasks
  • Responsible for maintaining the internal asset management register
  • Ensure that our customers stay up to date with the latest software releases from our suppliers
  • Capture learning from support tickets and our suppliers into the internal knowledge base
  • Continued self-learning & guided training on our software products and associated infrastructure
  • Any other ad hoc duties as required

 

About you

YOU WILL NEED

  • Experience working on a support helpdesk or technical customer-facing role in a business environment
  • Experience troubleshooting first line technical support issues and delivering support via remote desktop sharing software
  • Experience of working with Windows Server OS and good knowledge of Windows desktops
  • Knowledge of networking and infrastructure
  • Knowledge of databases, specifically SQL
  • Understanding of Active Directory and LDAP
  • Knowledge AWS and/or Azure
  • Excellent verbal and written communication, with eye for detail
  • Willingness to listen and then ask relevant questions to help diagnose technical issues
  • Organised and able to prioritise
  • Customer oriented and calm under pressure
  • Experience in MFT is desirable but not essential

Who we are

Pro2col Ltd, a small technology company founded in 2004, have grown into a world-leading consultancy, respected for our specialist expertise in secure managed file transfer, automation and system integration. The amount of data across the globe is growing day by day and simplifying data flows for our clients is at the heart of everything we do, with projects driven by information security, cloud migration and legacy system management.

We are proud to say we are Gartner business partners, ISO 27001 and 9001 certified, a G-Cloud 12 Digital Marketplace supplier, and UK partners for the leading vendors in this technology. We have worked with over 800 businesses both nationally and internationally and support major brands and organisations such as Next, RNLI, TalkTalk, Virgin Money, Primark, Sports Direct and more.

As we’ve grown, we’ve worked hard to preserve our community ethos and our motto, ‘Doing things right, doing the right thing’, which motivates us day-to-day. Our values are: curious, courageous, committed, and community.

Apply now

If you want to be part of a successful team that cares greatly about developing our people, supporting our clients and giving back to our community, then we would love to hear from you. Please send your CV to katie.ianson@pro2colgroup.com.