IT Support Analyst

ELEMIS; Bristol; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a talented IT Support Analyst Engineer in Bristol. This role involves providing advanced technical support for Office 365 E5, Windows, and macOS systems, troubleshooting network issues, and collaborating with global IT support teams. You will also take on responsibilities for end-user training, documentation, and problem resolution in a dynamic office environment. Benefits include a generous staff discount, enhanced well-being policies, and a comprehensive company pension scheme.

Benefits

Generous Staff Discount on ELEMIS products

Enhanced Maternity & Paternity policies

Income Protection and Life Assurance

Generous Holiday Allowance

Company Pension Scheme

Bonus/Commission Scheme

Healthcare Cash Plan (with Dental)

Employee Assistance Programme

Cycle to Work Scheme

Length of Service Awards

Qualifications

• Proven experience as a 1st/2nd Line IT Support Engineer.
• Strong understanding of networking protocols and technologies.
• Knowledge of ITIL processes.

Responsibilities

• Provide high-quality support for Windows and macOS desktop environments.
• Troubleshoot network issues and collaborate with network administrators.
• Investigate and resolve technical problems related to Office 365 and networking.

Skills

Office 365 E5

Windows desktop support

macOS

networking

problem-solving

communication

Job description

Department: IT Business Core Systems

Location: Office, Bristol

Description

5 days a week in office (no hybrid option) on a 7am-3pm shift pattern (subject to change to a 6am-2pm during peak trading season) 7-3 low season, 6-2 peak season

We are looking for a talented and motivated IT Support Analyst Engineer with expertise in Office 365 E5, Windows desktop support, macOS, and networking. This role requires a skilled professional who can provide advanced technical support, troubleshoot complex issues, and ensure the seamless operation of our IT environment. The role will be ideal for a skilled 1st line IT person looking to move to 2nd line support. If you have a passion for technology and a strong background in IT support, we invite you to join our team.

What Will You Do?

Office 365 Expertise:

• Demonstrate in-depth knowledge of Office 365 E5 services, including Exchange Online, SharePoint, Teams, OneDrive, Defender and Intune.
• Facilitate configuration, troubleshoot, and optimize Office 365 E5 to meet business requirements.

Desktop Support:

• Provide high quality support for Windows and macOS desktop environments.
• Install, configure, and maintain desktop Employee IT hardware and software.
• Provide proximity support to the Avonmouth office and warehouse as well as remote support for Global offices alongside global IT support teams.
• Supporting warehouse team operations, including warehouse devices such as Zebra RF Guns, printers (HP, Honeywell, Kyocera)
• Supporting video conferencing equipment.

Networking:

• Troubleshoot network issues, including connectivity, Wi-Fi or cabled network issues by having a good understanding of networking.
• Collaborate with network administrators to optimize network performance and security.

Technical Support:

• Address 1st line, and have the ability to resolve some 2nd line issues, collaborating with support teams and other IT teams for efficient problem resolution.
• Provide end-user training and support on IT-related topics.

Problem Resolution:

• Investigate and resolve technical problems related to Office 365, desktop, and networking issues.
• Utilize diagnostic tools and log analysis to identify and address underlying problems.

Documentation:

• Create and maintain comprehensive documentation for troubleshooting procedures, configurations, and resolutions.
• Develop and update user guides and documentation for IT processes.

Collaboration:

• Participate in cross-functional projects related to IT infrastructure improvements.
• Ability to work collaboratively as a member of a global IT support team.
• Have excellent interpersonal skills with the ability to work with high level executives.

Security:

• Have a good understanding of security best practices within a global IT environment.
  
  

The Perfect Candidate

• Proven experience as a 1st/2nd Line IT Support Engineer, with expertise in Office 365 E5, Windows, macOS, and networking.
• Strong understanding of networking protocols and technologies.
• Knowledge of ITIL processes.
• Excellent problem-solving and communication skills.
• Knowledge of Meraki switching and Wireless access points
• Understanding of SASE zero trust architecture
• Good understanding of a windows server environment
• Good understanding of cloud first modern business environments.
• An understanding of Service Now and SLAs.
• An understanding of Veeam and backup solutions including tape management.
  
  

What We Offer You!*

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Bonus/Commission Scheme
• Healthcare Cash Plan (with Dental)
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more!

*Some benefit eligibility is based on length of service or contract type