JAGGER TALENT brief:
IT Support Analyst
+ Benefits & Bonuses
To provide front line IT infrastructure support for all users, including all computer hardware, operating systems, network facilities, Company-wide packages and telecommunications.
Monitor, maintain and support:
Client desktop hardware and operating system software (W95, W2000).
Standard desktop packages, eg (Office 95, 97, 2000, Wintegrate, Lotus Notes)
Network operating system hardware including file and print services (Novell, NT, Windows 2000) and all distributed network components.
Lotus Notes server hardware and software.
Core system Unix and AS400 server hardware and software.
Telecommunications hardware and software, eg desk phones, internal mobiles, external mobiles and modems.
"A" level qualifications or equivalent.
2. Job Knowledge
2.1 Previous Experience:
2 years relevant experience.
2.2 Training and Reaching Acceptable Competence :
2.3 Technical Skills:
Requires an understanding of their own job including:
Novell operating system administration.
Windows 2000/NT operating system administration.
Network infrastructure and components.
Unix operating system administration.
Lotus Notes administration.
PC hardware and software problem identification.
Company standard desktop packages, setup and familiarity, including Windows 2000, 97, 95, Wintegrate, Lotus Notes, TROPOS client.
Computer Room procedures including routine backup, archiving and daily/monthly/quarterly/annual processes.
Telephone (desktop and internal mobiles) handset and ISDX system configuration.
Requires the following supporting skills for the job:
Logical and analytical reasoning and persistence to support problem solving.
Communication skills including active listening to be clearly aware of customer needs.
Respect for the individual customer or team member.
Ability to adapt and learn.
Ability to prepare overview training material.
Ability to prepare procedures and supporting information.
Requires an understanding of other areas of the mill including:
Good knowledge of the layout of all areas of the site to understand network routing and requirements.
Knowledge of the relationship of all of the teams in the Company to understand how their requirements for systems and data are related and have to be supported.
Good knowledge of the system users in order to respond appropriately to their help calls
Good communications skills are needed to understand a user’s problem, to obtain all the information necessary to resolve it.
The jobholder needs to act calmly, to instil confidence in the user to avoid exacerbating any problem.
Teamworking is important to share experience and job pressure within a group with such a wide range of skills.
The jobholder needs to be able to read and understand complex technical instruction manuals.
Where problems cannot be resolved by our internal resources, the details will have to be presented promptly and clearly to an external support service by telephone and/or email.
Responds positively to team meetings and annual reviews.
Provide overview training to users.
4. Problem Solving and Decision Making:
Very little of this job is routine and most of the activity is in enhancing the facilities provided to users.
Much of the time is taken up with problem solving, frequently by telephone.
The jobholder will attempt to diagnose problems and apply solutions where he/she can resolve the problem and will call on (and act as the channel to) external support where this is needed.
Frequently the solution will need PC or network equipment to be re-arranged to provide a quick fix for equipment failure.
The production systems are more and more dependent on the support of the IT infrastructure, and errors could result in loss of production or inadequate information being available to the user departments.
Sometimes, if the entire system cannot be recovered quickly, it will be necessary to balance the needs of various groups to optimise the use of available facilities.
5. Leadership and People Responsibility:
The jobholder works in a mutually supportive group, is not supervised and is expected to lead and use initiative in some skill areas.
There will be periods of activity where early/late duties are scheduled or where out of hours work is needed to minimise disruption when upgrading systems.
Co-ordinates hardware and software purchase and deliveries to meet project requirements.
6. Continuous Improvement:
This is an area where continuous change can be assumed and the jobholder is expected to recognise and respond to this as it comes along.
Operating systems and PC hardware are updated continually. The jobholder will be expected to identify any significant opportunities that will improve the performance of the systems, to find how we can make best use of them.
Any problem can only be considered to have been satisfactorily dealt with if changes have been made to ensure that it will not be repeated, and so becomes part of continuous improvement.
The application of such changes will always create a risk of disruption; this has to be evaluated carefully by the jobholder.
7. Working Environment:
The jobholder works in an office environment with frequent and regular visits to all areas of the plant.
8. Physical Effort:
Frequently moving computer equipment about.
A lot of walking around the mill to visit users and problem areas.
PLEASE APPLY WITH COVER SUMMARY DETAILING HOW YOU MEET THE JOB SPECIFICATION AND EXAMPLES
Job reference information
||Jagger Talent Commercial Recruiters
||447545889804 (Please reference IT Job Board when calling)
||IT Support Analyst Ken