Title: IT Support Analyst-2nd and 3rd Line Support

MY CLCIENT HAS AN IMMEDIATE REQUIRMENT FORTHE FOLLOWING POSITION

PART 1 TECHNICAL: IN HOUSE (75%)

3rd Line Responsibilities
Network Management:
• Administration of Firms Domain, including, Switching, Routing, Port and cabling infrastructure. This consists of internal CAT 5 cabling, fibre link between two offices, netgear unmanaged switches and a wireless network (access point and wireless extender)
• Administration of Firms security infrastructure, including firewalls. The onsite firewall is a netgear Prosafe linked to external 20MB fast ethernet.

Server Management:
• Administration of Firms Server environment which consists of seven VM servers, one static and a QNAP NAS. This includes MS Server 2008R2 and MS Server 2003
• Working knowledge of VMWare server and infrastructure.
• Purchasing, Installation and configuration of Microsoft Windows OS Versions.
• Administration of Microsoft Exchange 2010, inclusive of OWA and MS Active Sync
• Management of Firms Backup system, Veeam Backup and backup assist (backs up business critical files to 2TB fireproof HD)
• Management of Firms Active Directory environment inclusive of Group policy,
• Administration of Firms Antivirus solution, including deployment and management. The current AntiVirus solution is AVG.

2nd Line Responsibilities
Hardware / Software Management:
• Management of PC estate including field laptops.
• Purchase, build and configuration of new PC’s (Windows XP and Windows 7)
• Management of software licensing for operating systems and office. This is all dealt with via volume licencing.
• Installation and support of Microsoft Office Versions (2007 – 2010).
• Management of mobile phone devices, logging calls with EE (Microsoft Active Sync).
• Management of printers and MFD’s through admin rights–network issues/installs
• Management of telephones, changes to set up, voicemail controls (in house management using AVAYA management software).
• Management of CBS server and creation and amendments to user accounts
• Management of fed ex courier software including quarterly software updates
• Wallboard management – Telephone Stats, Helpdesk Stats
• Project Work
• Liaise with third party suppliers

PART 2 TECHNICAL: CLIENT SUPPORT (25%)

Client Installation Escalations
• Installing print drivers on a server and sharing to clients/Setting up scan folder with the permissions and Authentication as required/Setting up scan to email with cloud based system/external I.T support.
• I.T support is required mainly surrounding problems involving network permissions and authentication for scan to folder. Sometimes they may have an issue with server itself if there is no internal I.T and may need support.
• All our installation technicians are network trained and carry out all hardware installations.
External monitoring software Emaintenance for Canon devices/@Remote for Ricoh devices/Print Audit for dual manufacturer clients.
• @remote/Emaintenance: Engineers only involvement currently is to do the initial set up or comms test on the device. If this fails we expect it to be escalated to I.T
• PA: All set up and support carried out in-house by IT.
Internal monitoring software Web Jet admin for HP/ Ricoh smart device monitor for Ricoh /IWMC for Canon.
• Customers use Ricoh smart device monitor for internal alerts and relies on sql database and intense network set up. No engineers are trained or expected to do this.
Escalated Calls from Helpdesk Liaising with clients IT Department on escalated support calls from field engineers and helpdesk.

• Main user issues are server related, @remote drop offs, capability queries e.g. Airprint.
• Scan to email to be set up.
• IT enquiries from website.
• Mac related calls.
• Driver requests.
• IT Manager calls requesting to speak to IT.
• Chargeable Requests-customer viruses, moving servers, new server.

If this job spec is the Job you are currently doing or you are looking for the next step up iplease send your CV NOW