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IT Support Analyst
Sharp Business Systems UK PLC
West Bromwich
Permanent / Full Time

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IT Support Analyst – 3rd Line

Role Overview:
You will provide 3rd line IT support to customers and internal systems, working as a high level technical resolver. You’ll act as Project Manager, overseeing IT assignments and ensuring they run smoothly. You will be frequently on customer site mainly in the West Midlands – car provided. 

Key Responsibilities:
Logging, updating, and resolving IT related issues using support tools.
Identifying the organisation's IT needs and creating technical solutions to fit those needs
Visiting customer sites resolving IT related issues and delivering solutions.
To physically install hardware and peripherals on customer sites.
Breaking down large scale projects into manageable chunks.
Remotely resolve any IT related issues with support software
Provide excellent telephone support and customer service
Maintain internal IT systems
Project work including server installations, server migrations and full IT solutions for customers
Work well within a team of technical resolvers.
Mentor colleagues with technical solutions working as a technical lead.
Support sales team with technical pre-sales activity
Experience, Skills & Qualifications:
2 years minimum experience working in a similar level IT Support role
IT certification such as Microsoft MCITP, MCTS, MCSA, MCSE
Very good understanding of the following software and hardware platforms, including but not exclusive to: MS Office, MS Internet Explorer, Office 365 admin and deployment, Network LAN and WAN connectivity, Cisco, Sonicwall, Watchguard, Draytec, machine software images, IOS knowledge, Windows 7, 8, & 10, Windows server operating systems 2008, 2012, r2, Hyper V, Active Directory, Thin client Technology, Anti-Virus technology, Backup technologies, Server hardware, Storage, NAS, JBOD, SAN, iPhones, tablet devices Laptops, Desktop/server hardware, Peripheral device support.
Full clean driving license.
Qualifications such as Prince2, ITIL.
Knowledge of the managed services sector
Required Behaviours:
Excellent telephone manner, able to communicate at all levels calmly and professionally
Strong customer service focus
Self-motivated and flexible
About Midshire
The Midshire Group of Companies was established 28 years ago, and is recognised across all commercial and public sectors as one of the largest office technology resellers in the UK. Midshire focuses on market-leading service, forward thinking product offerings and putting our customers current and future needs at the forefront of any business developments.With a full range of desktop photocopiers, multi-functional printers calls & lines, business telephone systems, superfast business broadband and IT solutions and products, Midshire can provide the full office technology solution. Since acquisition in 2017 Midshire is part of the globally recognised and trusted Sharp Corporation, which is at the forefront of technical innovation ensuring that we can fulfil all printing and copying requirements.
How to Apply:
To apply now, click on “Apply Online”. All candidate applications are reviewed in accordance with the criteria outlined for the job role.


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