Careers

Location: Ormskirk

Salary: £Competitive

Contract Type: Perm

Position Type: Full Time

Hours: Monday to Friday between 07:00 to 19:00 with 1 hour lunch (35 hours per week). Staggered shift pattern on rota of core hours per day to be agreed with Service Desk manager to ensure support continuity. Weekend on call is required as part of this role, typically 1 weekend in 6 weeks. Payable as overtime.

Direct Accident was formed in 1996 to assist clients who had been involved in road traffic accidents caused by another party. In that time, we have helped thousands of clients by taking away the worry and inconvenience that inevitably result from an accident caused by somebody else.

We are currently recruiting for a 2nd Line IT Support Analyst to join our fantastic IT Department in Burscough / Ormskirk. This is an exciting opportunity for someone who is passionate about the work they do, the service they provide and getting the best results for their clients.

Principal Duties and Responsibilities

· Reporting to the Service Delivery Manager, the main duties will include:

· Mentor junior members of the support team to improve their technical support knowledge

· To provide technical support; answering support queries either onsite or via phone or email

· To maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)

· Liaison with 3rd parties to ensure the effective resolution of support calls

· Taking ownership of user problems and being proactive dealing with user issues

· Act as an escalation point for business critical application related queries such as phone system, case management, etc

· Logging all calls on the service desk system and maintain full documentation/solutions

· Respond to enquiries from clients and help them resolve any hardware or software problems

· Support users in the use of Computer equipment by providing necessary training and advice

· Keeping technical documentation up-to-date within the firms knowledgebase

The successful candidate will have a positive outlook, be knowledgeable, enthusiastic, determined and capable of providing a first-class support service to the Firms user base.

A positive ‘can do’ attitude and willingness to learn is essential for this role. On the job support and training will be provided for the successful candidate.

Key Competence Requirements

· Excellent technical troubleshooting abilities

· Extensive experience working with third party suppliers

· Experience working within a busy support desk environment

· Experience administering Microsoft technologies including Azure Active Directory, Active

· Directory, Exchange Online, Sharepoint, Teams

· Experience working with Microsoft Endpoint Manager

· Experience working within Virtualised & Hybrid Cloud environments

· Experience administering and supporting Citrix VDI

· Working knowledge of security products such as Barracuda, Defender, Tenable, Sentinel One

· Good understanding of network basics, operational monitoring and Cisco technologies

· Strong knowledge of Microsoft Office applications (Word, Outlook and Excel)

· Ability to think, provide solutions and communicate well under pressure

· Willingness to take on additional responsibility and learn

· Excellent organisational and administration skills

· Excellent telephone manner and face-to-face communication skills

Desirable Requirements

· Relevant qualifications such as ITIL, Azure Fundamentals, CompTia

· Intune & MDM Platform Experience

· Experiencing administering Ring Central, Nice CXOne and Avaya phone systems

· Experience supporting environments that include Microsoft Dynamics and PowerApps

· Legal applications experience – including Proclaim & Bighand

· Experience supporting ERP Platforms & Salesforce

· Experience supporting Sage Accounts & Payroll

What we offer in return:

We offer a clean professional office working environment in Burscough, Ormskirk. A competitive salary including 22 days holiday allowance plus 8 bank holidays. Employee Assistant Programme. Workplace pension scheme. The opportunity to develop a rewarding and successful caree