IT Support Analyst

J Barbour & Sons Ltd; South Shields; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Discretionary company bonus scheme

Staff Discount

Staff Shop

Healthcare Cash Plan

25 days holiday increasing with length

Access to training and 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

Job summary

Barbour is seeking a Junior IT Support Analyst to join the Infrastructure and Security Team in the Global IT department at the Head Office in South Shields. You will provide 1st/2nd line and desktop support to Barbour employees across sites globally, aiming for first-time fixes and owning incidents through to resolution.

The role supports ~1000 endpoints worldwide, with Windows and OSX devices, and requires strong communication and problem-solving skills. Hybrid & flexible working is offered.

Qualifications

• IT qualification preferred (e.g., Microsoft certification, ITIL).
• 1st/2nd line support experience and incident management.

Responsibilities

• Provide 1st/2nd line IT support for global staff.
• Respond to IT tickets and manage incidents to resolution.
• Troubleshoot and investigate complex issues.
• Configure and maintain Windows and macOS endpoints.
• Communicate outages and updates to users and stakeholders.

Skills

IT support

Active Directory

Microsoft 365

Outlook

MS Teams

Windows OS

macOS

Networking basics

Helpdesk software

Education

IT qualification

Tools

Ticketing system

Remote support tools

Job description

We have an exciting opportunity for a Junior 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.
• 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.
• Ideally a recognised IT qualification (e.g. Microsoft certification, ITIL)
• A basic understanding of Helpdesk/Service Desk call logging/ Service Management software, including logging, prioritising and managing support requests.
• Operating systems: A basic knowledge of Server, desktop, and mobile operating systems (up to current versions) Both Windows and Apple OSX, iOS.
• An understanding of user accounts and permissions, with some knowledge of Active Directory, Microsoft servers features and roles (IIS, DNS, DHCP etc)
• Familiarity with 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.
• Basic understanding 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.
• An understanding of helpdesk ticketing systems, including updating tickets, tracking progress and maintaining accurate records.
• Excellent communicator.
• 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.