Location
Doncaster, South Yorkshire | United Kingdom
Job description
IT Support
Doncaster with remote access
Full Time
Salary: DOE
2Excel Aviation Ltd is the industry leader in specialised and innovative solutions for aviation’s most complex challenges. Our success is based on the talented and experienced people that make up our workforce.
The IT Support Analyst will provide first & second-line technical support to internal staff. The post holder will show an aptitude for working with applications/systems to analyse, diagnose and resolve IT support requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
IT Support will be provided to all 2Excel Aviation and 2Excel Engineering locations, including the Head Office location at Sywell, and remote users at other sites, including but not limited to Doncaster, Humberside & Lasham. Home workers are also included within the support scope.
Key responsibilities include but are not limited to:
- Act as an additional point of contact for 1st and 2nd Line support, troubleshooting IT related problems via phone calls, emails and the service request system along with working alongside the 3rd Party IT support provider.
- Assist with the ongoing upkeep of an Asset Database and track asset changes and movements.
- Assist the IT Manager with the implementation of new services and solutions.
- Provide basic troubleshooting of network issues and escalate accordingly where required.
- Escalate unresolved calls and problem tickets where required.
- Take ownership of user problems and follow up on the status of issues on the user's behalf, along with promptly communicating progress.
- Publish and maintain support desk documentation to assist staff with requests for information and provide staff training if required.
- Creating user accounts, resetting passwords, creating, and managing security groups, etc, in line with agreed standards and policies.
- Monitor the chosen Endpoint Detection and Response Solution, resolving active alerts and escalating where required.
- Maintain and be the main point of contact for the company-wide Print Management solution.
- To arrange for external technical support where problems cannot be resolved in-house.
- To check new equipment on arrival and deploy as appropriate, ensuring it is security marked and included on the Asset Inventory.
- Regularly monitor the security suite of software across desktops and laptops, making sure this is installed, kept up to date and working correctly
- To be able to work to the standards and procedures set out in the IS027001 Information Security Management System.
- To support the 3rd party support partner where required on upgrading Desktops and Laptops concerning Windows, Microsoft Office and any other business software upgrades.
2Excel is committed to promoting equitable treatment, encouraging diversity, and embracing inclusion in our recruitment processes and workforce. We are proud to be recognised as a Disability Confident Employer.
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