Level 2 Support Analyst troubleshooting advanced application issues for Civica, a GovTech software provider focused on public services. Collaborating with teams to enhance and resolve customer support cases.
About the role
- Provide technical support to local and remote users.
- Prepare Windows 11 laptops using Microsoft Autopilot, Intune & Autopatch.
- Troubleshoot Windows 10 & 11 systems.
- Maintenance, upgrade and repair of laptop hardware.
- Management of incoming support requests via ticketing system.
- Ensure requests are responded to in a timely manner and all actions taken are documented to a high standard.
- Write work instructions and technical documentation. e.g. Job-Aids and knowledge base articles.
- Administration of Active Directory, Microsoft 365 and Microsoft Exchange Server/Microsoft Exchange Online (Hybrid Environment).
- Ensure accurate management and tracking of hardware inventory and company assets (ITAM).
- Maintenance, support and installation of video-conferencing equipment and printers.
Requirements
- Excellent communication and interpersonal skills.
- Ability to work as part of a virtual team.
- Quality focused approach to Service Delivery.
- Fluent command of English language
- Strong troubleshooting skills (ability to diagnose and resolve issues using a systematic, logical approach)
- Experience with:
- o Active Directory administration
- o Entra ID
- o Microsoft 365
- o PC hardware (preparation, support, troubleshooting & hardware upgrades)
- Basic knowledge of macOS & configuration.
- Experience deploying Windows 11 systems in an enterprise environment using Autopilot.
- Familiarity with ITIL concepts (Foundation level or higher)
- Strong interest in Continuous Improvement.
Benefits
- Some travel to other offices within the EU may be required to provide hands & eyes support.
- After an appropriate onboarding period there is opportunity for hybrid-work e.g. 1-2 days per week work from home.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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