Senior Support Analyst

Job Summary

We are seeking a dynamic and highly skilled Senior Support Analyst to join our technology support team. In this role, you will be the go-to expert for resolving complex technical issues, providing exceptional customer service, and ensuring the seamless operation of IT systems across the organization. Your expertise in computer networking, software troubleshooting, and various operating systems will drive efficient support processes and enhance user satisfaction. This position offers an exciting opportunity to lead support initiatives, collaborate with cross-functional teams, and contribute to the continuous improvement of our IT environment.

Duties

Provide advanced technical support for hardware, software, network connectivity, and operating systems including Windows, macOS, and Linux.

Troubleshoot and resolve issues related to computer hardware, desktop support, VPN access, firewalls, and LAN/WAN networks.

Manage and escalate incidents using tools such as BMC Remedy, ServiceNow, and Jira to ensure timely resolution.

Support users with help desk requests via phone, email, or remote access tools while maintaining high levels of customer service.

Assist with configuring and maintaining network components like routers, switches, firewalls, and VPNs to ensure secure connectivity.

Document technical issues thoroughly and develop solutions or workarounds for recurring problems.

Collaborate with IT teams to implement system upgrades, patches, and security protocols that improve overall system stability.

Skills

Strong knowledge of computer networking concepts including LAN/WAN architecture and protocols.

Proven experience in software troubleshooting across multiple operating systems such as Windows, macOS, and Linux.

Excellent communication skills with the ability to explain technical information clearly to non-technical users.

Excellent written communication is critical.

Proficiency in IT support tools like Connectwise, Jira, for incident management and tracking.

Familiarity with Microsoft Office 365 applications.

Excellent Microsoft Outlook trouble shooting

Experience supporting and documenting desktop hardware components including peripherals and computer hardware maintenance.

Understanding of security measures including firewalls, VPNs, and network security best practices.

Minimum of 2 years full time commercial IT support experience required.

Experience in web development, SEO, or digital marketing would be beneficial, but not essential.

SeadOak provides 7 day international support in partnership with another IT company. This is role is predominantly 9-5 at the SeadOak office. There is a need to work a minimun of one evening till 8pm or early morning from 7am each week. There is also a need to covering other members of staff taking leave on Saturday or Sunday, but not both. Weekend cover can be done from home.

Join us as a Senior Support Analyst to leverage your technical expertise in a fast-paced environment where your problem-solving skills will make a real difference! We value proactive individuals who thrive on delivering top-tier support while continuously enhancing their skills in a collaborative setting.

Pay: £26,000.00-£30,300.00 per year

Benefits:

Company events

Company pension

Employee mentoring programme

Flexitime

Free or subsidised travel

Free parking

On-site parking

Profit sharing

Referral programme

Sick pay

Ability to commute/relocate:

Birmingham B30 1HH: reliably commute or plan to relocate before starting work (required)

Application question(s):

If looking for a part time role, how many hours are you willing to work?

Education:

Diploma of Higher Education (required)

Licence/Certification:

Full UK Drivers Licence (preferred)

Work authorisation:

United Kingdom (required)

Willingness to travel:

25% (preferred)

Work Location: Hybrid remote in Birmingham B30 1HH