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- Technical Support Analyst – Heathrow, UK

Posted: 30th Jul 19 | REF: TSA001

Technical Support Analyst – Heathrow, UK

We currently have an exciting opportunity for a Technical Support Analyst to join our IT department in London Heathrow.

The opportunity:

Supporting all McLarens entities in the EMEA region, assisting in the allocation and resolution of support tickets submitted to our service desk via email or phone.

The role:

Your responsibilities will include:

  • Local and Remote support for all areas and locations of the business
  • Providing 1st/2nd line support for all break/fix issues, taking ownership for incidents and requests both within and outside region
  • Working with a global team of service desk engineers to ensure an outstanding level of customer service is provided to all customers
  • Actively participate in daily huddles, trending issue discussions, and various projects
  • Managing a dynamic ticket queue to the requested service levels and always maintain a high level of service within response, resolution and escalation time parameters
  • Liaising pro-actively with suppliers and escalate issues where necessary to ensure timely call resolution
  • Working with various technologies beyond the OS, including patch management, data encryption, virus detection/removal, telecom and LAN/WAN network troubleshooting

About you – Knowledge and Experience:

The successful candidate will have working IT knowledge and ITIL best practices with experience in a professional services industry. They will have a strong working knowledge of Windows 7/8/10, SaaS support practices, Microsoft 365, Apple iPhone, Samsung and other IT programmes/ software. It would be desirable but not essential for the Candidate to have knowledge of Fineos platform and Deltek Vision. Excellent communication skills with the ability to interact with employees and technical representatives at all levels of the business is essential. They will be highly organised and able to prioritise their own work load with the ability to work well under pressure. MS certification and relevant IT qualifications at GCSE/ A Level or equivalent would be advantageous.

Should you wish to apply, please forward your CV and supporting cover letter to hr.uk@mclarens.com. We look forward to hearing from you.

 

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