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Technical Support Analyst – AD / Azure / Office 365 – £25-30,000 + 15% Bonus – On-site / Essex

Overview:
An excellent opportunity is available with our client, an established business within their industry, embarking on a significant transformation program. They are looking to hire 3 x Technical Support Analysts to provide customers, both internal and external, with outstanding service and support. You will be required to proactively resolve and escalate incidents and service requests raised in the ITSM system, as well as responding effectively and efficiently to emails and phone calls. The ideal candidates will be experts in end-user computing and devices and be able to offer excellent technical support for all hardware, software and network-related issues.

Role & Responsibilities:

Provide high-quality technical support via phone, email, and chat, ensuring timely resolution of issues

Taking ownership of incidents and service requests and escalating when necessary

Responsible for installing, configuring and maintaining hardware and software across a range of devices

Diagnose and troubleshoot software and hardware problems, including operating systems, networking, and application-specific issues

Collaborate with development and engineering teams to identify and resolve recurring issues

Provisioning and managing user accounts and permissions, including onboarding and offboarding staff

Configuration of new accounts and provisioning new hardware

Hands on support for customers onsite based on a weekly rota

Provide training and guidance to users on product features and best practices

Essential Skills & Requirements:

Strong knowledge of Microsoft Azure, Active Directory, Exchange and Office 365

Previous experience offering technical support in a similar role

Demonstratable experience troubleshooting effectively with Windows operating system

Effectively resolving issues via phone, email and in person

Ability to work independently and as part of a team in a fast-paced environment

Ability to prioritise workload and manage multiple tasks at once

Demonstratable knowledge of IT Service Management frameworks (ITIL, COBIT)

Excellent communication and interpersonal skills, with a strong customer-focused mindset

Problem-solving skills with a keen attention to detail

Package:

Salary up to £30,000

15% bonus potential

Benefits package