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Here at Firmdale Hotels we have an exciting opportunity to join our IT Team base in our Ham Yard Hotel. Reporting in the Head of IT Support and IT Projects, as the 2nd Line IT Support Analyst you will be assisting in the maintenance of the Firmdale Hotels networks and systems, to ensure they are effective and up to date. You will also provide technical support for all domain users, to ensure they can make optimum use of Firmdale's networks and systems, associated hardware and software.

Duties and Responsibilities

• To take 1st/2nd/3rd support requests and proactively help resolve 1st/2nd/3rd line tickets where required as well as manage tickets in the helpdesk queue.
• To assist with troubleshooting and resolve the more complex 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our helpdesk system.
• To provide support to all IT Support Analysts on site.
• To support colleagues by providing technical assistance on support tickets.
• To troubleshoot and resolve issues and questions, whilst maintaining an accurate task record.
• To participate in infrastructure installation, hardware refresh and other projects as required across sites in London.
• Installation of new equipment and software across London sites, testing these work as it should after installation/deployment within the level competence as well as carrying out preventative maintenance on network hardware and software as appropriate.
• To undertake as directed routine network maintenance including backups at specified intervals, implementing security and virus protection measures, setting up and maintaining user accounts and user groups, and maintaining logs of usage/faults as required
• Monitor repair logs and action work as require
• To check regularly and maintain peripheral equipment such as scanners, printers, and other hardware to ensure that these are functioning and available to users
• To maintain inventories of equipment as required as wells as manage, within the constraints of space, the safe, organised, and tidy storage of equipment and consumables
• To ensure that correct and safe procedures are used during the preparation and setting up of equipment.
• To participate in infrastructure installation, hardware refresh and other projects as required.
• To manage expectations to ensure all tickets are dealt with promptly, ensuring expectations are met and where possible exceeded.
• To manage the escalation process and work with other parts of the organisation to ensure issues are resolved, where necessary, liaising with 3rd party supplier support and engineering teams.
• To build good working relationships across all levels of the business.
• To configure working demos for prospects based on requirements specified by the business.

Requirements

• Minimum of 3 years proven experience working in a 2nd line position (Required)
• Thorough knowledge of current IT technology
• Microsoft Server 2016 – 2022
• Microsoft desktop PC OS - Windows 10/11
• Apple OS, iOS
• Mobile device management using Air Watch
• Chromecast / Streaming technology
• Microsoft Active Directory
• TCP/IP/DNS
• Microsoft Exchange 2016 – 2023
• Microsoft Office 365 / Azure
• Server Virtualization (VMware)
• LAN/WAN (routers, switches, firewall)
• High-level desktop support skills
• Experience with SharePoint management and support
• Ruckus Zone controller
• APC Power management equipment such as UPS/PSU/ATS
• Knowledge of working with Micros Simphony (Desirable)
• Knowledge of working for a Managed Service Provider (Desirable)

What we Offer: