it support analyst London, England
Job description
What's the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records back in 1955. Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo and Dubai. Today, we deliver world-class content, not just through books, but via TV shows, social media and live events. Whatever the medium, our ultimate purpose is to make the world a more interesting, fun and positive place.
Job Summary
The IT support analyst will ensure that users' computers, printers, and other peripherals are in good functioning condition. IT support analysts will perform regular maintenance tasks to prevent unnecessary issues from cropping up and to ensure the longevity of all equipment, and manage all aspects of security, network infrastructure, enterprise applications, and user administration. Apart from staying up-to-date with new technological developments, the system analyst must provide good customer service and feel comfortable making suggestions to IT management team.
This is a hybrid role and will involve both working from home and working in the GWR Office as required.
Essential duties and responsibilities
- Installing new hardware, operating systems, and applications.
- Performing regular maintenance tasks, such as antivirus updates and system checks.
- Responding to support tickets quickly and professionally and ensuring that all issues are resolved satisfactorily.
- Monitor, analyse and improve systems and network performance (Meraki WAP).
- Monitor and administer layer 2/3, switches/firewalls, authentication (OKTA).
- Manage user accounts and security groups across O365/AD.
- Automate BAU task using scripts.
- Assisting Development team with Infrastructure and network issues.
- Documenting all work where possible.
- Helping senior technical staff as needed.
- Training users on how to use new equipment or systems and offering support where needed.
- Improving CSAT score by introducing Industry standard best practices and mitigating current risks.
- Supporting starters and Leaver's process.
- Perform network assessments and security audits.
Job knowledge
Essentials
- Experience as an IT Support Analyst.
- Excellent working knowledge of Active Directory, Exchange online Administration, SharePoint and Windows 10/11 & Server O/S.
- Excellent working knowledge of administering O365.
- Install and support windows, and mac laptops.
- monitoring and management of system alerts and notifications.
- Provide technical services and support for WAN and LAN connectivity, firewalls, information security, VPN.
- Working knowledge of DNS, IIS.
- Work through complex problems by yourself, finding the solution.
- Working knowledge of Networking principles – LAN / WAN.
- Maintain documentation in line with company processes.
- Communicate with customers, third parties and vendors as part of projects and 3rd Line escalations.
- Participate in the administration and maintenance of the remote monitoring and management system, which includes responding to alerts, monitoring dashboards, and conducting periodic system reviews.
- Perform network assessments and security audits.
Desirable
- Implementation of SSO applications using OKTA.
- Administration of Meraki Devices.
- Administration of Cisco Devices.
- Working Knowledge of Amazon Web Services.
Communication
- Other IT teams – must work closely with the other areas within the IT function, helping troubleshoot issues or support new initiatives that have an infrastructure element.
- Office Managers – work closely with the office managers. Providing support and guidance.
- External Supplier – build strong relationships with external suppliers that are in 5 different countries across the world.
- All GWR – communicate with all levels within GWR. This ranges from a simple helpdesk ticket through to a complex policy or system change.
Key relationships
- IT Manger and Solution Designer.
- IT Support Helpdesk.
- Director of Digital Tech and IT.
- All Technical staff.
- All GWR staff.
- 3rd party suppliers and partners.
Job requirements and qualifications
Education/Training and Certification requirements
- MCSE or COMPTIA or Computer Science degree.
Other knowledge, skills and abilities
- Problem solving – must be able to investigate, identify and resolve issues using information provided.
- Communication – strong positive communication skills to provide the best possible support to all stakeholders.
Our commitment
Guinness World Records is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where everyone can thrive and belong. We are committed to including people with a variety of voices, identities, backgrounds, experiences, abilities and perspectives. We are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of race, disability age, religion, sexual orientation, veteran status or marital status, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
