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Junior It Support Analyst
SUMMARY:
This role will support Global PRGX employees with hardware, software and technical troubleshooting. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach.
JOB DUTIES & RESPONSIBILITIES:
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Provide technical support to end users via phone, email, chat, or in-person.
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Approach support with a customer-centric attitude from the perspective of the end user.
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Availability to be onsite in our Manchester UK location five days a week.
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Troubleshoot Windows and Mac computers, applications, hardware, peripherals, and related issues
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Creating and tracking tickets using JIRA to resolve within defined SLA
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Troubleshoot and support proprietary applications.
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Troubleshoot and support 1st level networking and connectivity related issues.
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Work cross-functionally with other support organizations to ensure customers’ satisfaction and bring closure to open issues.
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Troubleshoot problems and determine proper resolution for all level 1 and some level 2 issues.
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Understand when and how to escalate issues to other teams.
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Understand and communicate effectively with customers, including senior leadership team members.
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Provide ongoing and timely feedback to the customer while the issue is worked to resolution.
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Provide feedback to management on recurring hardware/software issues.
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Develop expertise with PRGX system images and hardware platforms.
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Maintain a positive and helpful attitude when working with customers, team members, and other teams.
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Participate in pilot testing of new hardware and software solutions.
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Document and update technical procedures and solutions for future reference.
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Provide training and guidance to users on basic hardware and software usage
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Other duties and responsibilities may be required at the discretion of management.
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Contributes to the success of the organization by helping others accomplish job results, learning new skills needed by the team and finding new ways to help the team.
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Flexibility to work outside of regular business hours when necessary.
WORK EXPERIENCE AND EDUCATION REQUIREMENTS:
* Higher education college course in computing or IT support; or Level 2 Certificate in ICT Systems Support or Level 3 Diploma in ICT Professional Competence; or 1 year IT support related experience and/or training; or equivalent combination of education and experience.
* Prefer minimum of 1 year of experience in an IT Support related role. Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.
* Basic understanding of laptop and desktop computer hardware and software in an enterprise network LAN/WAN environment.
* Familiarity with Active Directory and networking concepts