IT Technical Support Officer Washington, North East England, England
Job description
IT Technical Support Analyst
- Full time, permanent
- Mon-Fri, 37.5 hour week
- Crowther Industrial Estate, Washington UK
“Great people, Cool projects, Good work/life balance, Excellent work environment”
OpSec is the leading provider of brand protection, serving some of the most iconic brands and leading governments around the world. Our products help secure and enhance brands both on-product and online, combatting counterfeit, protecting digital content and brand reputation, and unlocking brand/IP value through licensing and consumer engagement. We are expanding quickly and are looking to grow our IT capability.
The Role
“Provide L1 support to OpSec Security’s user base both onsite and offsite.”
A Technical Support Analyst provides L1 and, to a lesser degree L2 support to OpSec Security’s user base both onsite and offsite. This encompasses Request Fulfilment, Incident Management, Access Management and Problem Management managed via OpSec’s Help Desk solution.
- Address help desk tickets in line with company processes while maintaining a high (>75%) First Contact Resolution rate
- Execute end-to-end request fulfilment as presented to the help desk, i.e., receipt, logging and validation, categorization, prioritization, authorisation, review, execution, and closure. This will span everything from account creation, device procurement, access provision, and new service enablement.
- Effective handling of incidents as they occur, i.e., identification, logging, categorization, prioritization, Major Incident Procedure, diagnosis, escalation, resolution and recovery, and closure.
- Effective Access Management: handling of requests, verification, validation (user, request), provide/restrict/remove rights, check and monitor identity status, log, and track access, maintain roles and groups
- Effective Problem Management: detection, logging, categorization, prioritization, investigation and diagnosis, identification of workarounds, problem resolution and closure.
About you:
- Broad technical knowledge; Windows Operating Systems, MS Office Applications (Outlook/Exchange, Excel, Word), Hardware fix and support, networking, software
- Knowledge and experience of Microsoft AD and Azure AD
- Mobile device management experience (both Apple and Android)
Experience of Microsoft Intune desirable
Company Package and Reward:
- Industry competitive
- Generous holiday allowance
- Pension scheme
- Medical Health Insurance and life insurance.
JOIN US and be part of a collaborative global team determined to fight counterfeits and build strong, lasting partnerships with our clients.
What else we offer:
OpSec offers competitive benefits, tailored to each region in which we operate. In addition to benefits, our employees enjoy perks such as company-sponsored wellness programs, volunteer opportunities, regular team building and engagement events and learning and development opportunities.
We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
We receive a high number of applications, so apologies if we are unable to provide specific feedback. If you are a fit for the role, we shall be in contact.
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking
- Referral programme
- Work from home
Schedule:
- Day shift
- Flexitime
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Washington: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Washington
Reference ID: B-471
