1st / 2nd Line Support Engineer / IT Helpdesk Analyst

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Job Title: Support Analyst

Location: York (Some work may be required outside of York, in our other offices or nationally on customer sites)

Salary: Competitive

Job Type: Full time, Permanent

Hours of Work: The primary support hours are 9am - 5:30pm Monday-Friday and there is an expectation that all members of the team will be available on-call as required.

About the Company:

The Company develops enterprise governance and performance solutions based on their own Queen's Award winning software platform. The Company has a highly configurable Windows-based user interface and a wide variety of features and uses across its thousands of users. As a software solution delivery organisation, the Education and Support team assists in training, documentation and support of our software platform and configured solutions.

The Company is an innovative and exciting business with a cutting edge product and an enviable client community. Joining the Company means joining a team of talented and ambitious professionals, enjoying the security and benefits of an established company, and being supported in personal and professional development.

About the role:

The primary focus of this role is the provision of first and second line help desk support, problem/incident management, requirement and bug tracking, and support account management - for both the software platform and configured solutions. The Education and Support team also delivers documentation and training (on customer solutions and on the Company's platform itself) as required, and is involved in everything from the company's infrastructure to its website.

The Education and Support team is a highly visible part of the company, working closely with developers, testers, consultant and finance teams, as well as platform and solution customers, to provide the services required. The successful candidate will have the opportunity to grow and progress within the team, through developing infrastructure and support skills, or use company knowledge and product skills to move into other areas of our ever-expanding organisation. We are looking for technically capable applicants, with demonstrable enthusiasm and commitment to our values and goals.

The successful candidate will be required to be security cleared and expected to work on government contracts.

The ideal candidate will have experience in:

* a similar commercial organisation

* supporting software packages in a Windows Server environment

* customer facing roles within evolving IT support environments

* working with customers to resolve challenging queries

* SQL Server databases and management

* VMWare, Office 365, Cloud and similar infrastructure applications

* using diagnostic and lateral thinking skills on a regular basis

* managing and prioritising a workload that includes many tasks for many people

The ideal candidate will be:

* enthusiastic, energetic and ambitious

* very interested in utilising evolving IT applications

* someone who always demonstrates excellent interpersonal skills

* empathetic with end users on every support call

* a natural trainer, keen to share knowledge and develop skills and capabilities in others

* able to work away from York occasionally and be on-call outside of support hours

* someone who enjoys challenging the status quo and looking for improvements within the team's methods and processes

* able to naturally know when to escalate issues or work autonomously

This list is not intended to be exhaustive, and will be reviewed from time to time in conjunction with the job holder. Other key elements may be included in the profile as the role evolves, and it is expected that the job holder will take on similar, additional duties, that have a reasonable fit with the outcomes expected of this role.

Reward structure

* Competitive starting salary

* Comprehensive benefits package (after initial 3 months' review and confirmation in post) which includes PMI, Critical Illness, Death in Service, Contributory Pension and 25 days holiday

* Structured development opportunities (work-based learning, external courses, industry courses, professional accreditation etc.), incorporating regular performance review and salary progression

* Opportunity to progress your career within an innovative solutions delivery environment

If you are interested in this role please click the APPLY button and further information will be sent to your email.

Candidates with the experience or relevant job titles of: Managed IT Services, Windows Server Configuration, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, 2nd Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Support, Citrix, Cloud Technician, Hosted Technical Support Engineer, 2nd Line Support, XenApp, XenDesktop, Exchange 2003, Exchange 2010, Windows XP 7/8, Cloud Support Engineer, Networking Solutions Engineer, Desktop Support Technician, SQL Server Engineer, Network Solutions Technician, IT Services Technician, VMWare Analyst will also be considered for this role.