IT Support Analyst

BARBOUR; Jarrow; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A lifestyle brand in South Shields seeks an IT Support Analyst to provide 1st/2nd line support across multiple locations. Responsibilities include managing IT incidents, troubleshooting network issues, and supporting employee tech needs. The role is ideal for individuals with excellent communication skills and a customer-service focus. Competitive benefits offered including a discretionary bonus, staff discounts, and hybrid working arrangements.

Benefits

Discretionary Company bonus scheme

Staff Discount

Healthcare Cash Plan

25 days holiday plus bank holidays

Access to training and development activities

Free onsite parking

Subsidised canteen

4pm finish on a Friday

Wellbeing support

Qualifications

• Good knowledge of Server, desktop, and mobile operating systems (Windows and OSX).
• Competent troubleshooter with excellent diagnostic skills.
• Experience in helpdesk ticketing systems and management.

Responsibilities

• Provide 1st/2nd line support for IT systems globally.
• Manage incidents through to resolution.
• Maintain and support hardware, including computers and printers.

Skills

Problem analysis

Excellent communication

Customer service focus

Network troubleshooting

Good organisational skills

Education

Recognised IT qualification (e.g. Microsoft certification, ITIL)

Tools

Microsoft 365

Active Directory

Helpdesk/Service Desk software

Job description

Company Description

The Barbour story began in 1894 in South Shields in the North East of England. Founder John Barbour began supplying oilskins and other garments to protect the growing community of sailors, fishermen and dockers. Still family owned and now fifth generation, Barbour HQ remains in South Shields. Under the leadership of Chairman Dame Margaret Barbour, Barbour has grown into a lifestyle brand sold in over 55 countries worldwide including Europe, the US and Asia offering a wardrobe of stylish functional clothing, footwear and accessories inspired by the unique values of the British countryside. The iconic Barbour Bedale and Barbour Beaufort wax jackets continue to be made by hand in the factory in South Shields. In 2020, Barbour launched Wax for Life, an overarching name for all of Barbour's wax services designed to encourage customers to extend the life of their wax garments. Wax for Life includes re-waxing and repairs (first introduced in 1921) and Barbour Re-Loved an upcycling circularity initiative. Each year over 70,000 wax garments are sent back to Barbour globally to be repaired, rewaxed or altered.

Position Overview

We have an exciting opportunity for an IT Support Analyst to join our Infrastructure and Security team within the Global IT department here at our Head Office in South Shields. The main focus of the role is to provide 1st/2nd line and desktop support to all Barbour employees across multiple sites and locations globally. The aim is to provide a first time fix where possible, otherwise ownership is taken for managing an incident or request through to resolution. Working as part of a wider service operations team, the role is varied. The team support approximately 1000 endpoints worldwide, as well as various mobile devices and technologies. The role will involve building, upgrading, and supporting end user devices with various solutions and services in support of the global Barbour IT team.

Duties & Responsibilities

• Providing 1st/2nd line support for all IT and technology systems globally.
• Responding to employee issues via the IT ticketing system and managing incidents through to resolution.
• Dealing with advanced problem analysis and investigation.
• Keeping up to date with the latest hardware/software and technology.
• Promoting continuous improvement and best practice within the department.
• Ensuring software is managed in accordance with applicable licensing terms.
• Maintenance and support of all hardware, including computers and printers.
• Deliver training to new starters.
• Communicating effectively with Barbour employees via email, telephone and via the IT helpdesk system directly.
• Some network troubleshooting and configuration of network devices.
• Configuration, installation and maintenance of Windows and OSX based systems and their applications.
• Communicate system outages to the wider business where it is business affecting.
• Work alongside service providers and vendors.

Skills & Experience Required

Essentials

• Ideally a recognised IT qualification (e.g. Microsoft certification, ITIL)
• Knowledge of Helpdesk/Service Desk call logging/ Service Management software.
• Operating systems: A good knowledge of Server, desktop, and mobile operating systems (up to current versions) Both Windows and Apple OSX, iOS.
• Active Directory, Microsoft servers features and roles (IIS, DNS, DHCP etc)
• Detailed knowledge of common software and cloud applications: e.g. Microsoft 365, Outlook and MS Teams, Anti-Virus and security endpoints, management tools.
• Desktop hardware: Knowledge of desktop and mobile devices, servers and storage, audio and visual hardware, conferencing technology. PC and OSX imaging, hardware upgrades.
• Good grasp of IP networking, Network security, wireless infrastructure and performance monitoring/troubleshooting.
• Comfortable with physical networking hardware and components, ethernet switches, VLANS, routers, firewalls etc.
• Competent troubleshooter with excellent diagnostic skills.
• Excellent organisational skills.
• Experience of helpdesk ticketing systems, ticket management and reporting.
• Excellent communicator.
• Enthusiastic, self led and proactive attitude
• Flexible/eager to learn and share knowledge with the wider IT team
• Customer service focussed with excellent communication skills
• Commercially aware - must understand impact on business processes and able to prioritise accordingly

Desirables

• Knowledge of backup and DR solutions.
• VMware and storage experience.
• Administration and configuration of Microsoft 365/exchange online.
• Retail POS experience, warehousing systems and barcode/ticketing solutions.
• Software asset management.
• Competent with audio/visual equipment.
• Ideally a current UK driving license and the ability to support users at various locations as required.

Benefits

• Discretionary Company bonus scheme
• Staff Discount
• Staff Shop
• Healthcare Cash Plan
• 25 days holiday as standard increasing with length of service plus bank holidays
• Access to training and development activities to support your career development
• Free onsite parking
• Subsidised canteen
• Operate hybrid & flexible working
• 4pm finish on a Friday
• Wellbeing support
• Refer a friend bonus scheme
• Reward & Recognition Program
• Length of Service Rewards

Note: In the event that a sufficient volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.