IT Systems and Support Analyst

NORR; Glasgow; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

NORR, an employee-owned architecture and engineering firm, is hiring an IT Systems and Support Analyst in Glasgow. This position involves supporting IT operations, managing technology solutions, and collaborating with global teams. Ideal candidates will have strong IT support experience and a relevant degree, showing a dedication to client service and technology advancement.

Qualifications

• Minimum 3 to 7 years experience in IT Operations.
• Prior experience in Service Desk/Help Desk support.
• Strong verbal and written communication skills in English.

Responsibilities

• Supporting ongoing technology requirements and vendor management.
• Liaising with staff for IT needs and educating on processes.
• Troubleshooting and resolving tickets effectively.

Skills

WANs (MPLS, VPN, routers)

LANs (switches, Wi-Fi)

Windows Servers

Storage (SAN, NAS)

Voice (PBX)

Backup (Commvault, Veritas, Azure)

Exchange 2016

Firewall management

Shell Scripting

Education

College Diploma or University Degree in Information Technology

Tools

Microsoft Cloud (Azure)

M365 including Teams, Outlook, Office Apps

Windows Desktop Management

Endpoint Manager (Intune)

Active Directory

Windows 10/11 OS

IOS and Android OS

Job description

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This role reports into the above mentioned office, however NORR offers all of its employees the opportunity to work either from home, from a NORR office or even from a remote location. The choice is yours.

NORR is an employee-owned global architecture and engineering firm. Our multi-disciplinary team of 800 professionals is active in 12 market sectors across Canada, the US, UK and UAE. Design thinking is a cornerstone of our purpose as it has for more than 85 years. We push the boundaries of what is possible to support people and the planet.

Reporting to the Manager, Information Technology UK, this role requires that you are client-centric, collaborative, and able to work in a fast-paced and changing environment as our design and engineering staff react to Client requests. IT issues, requests, and assigned projects are required to be executed quickly, effectively, and with minimal business interruption. As the IT Systems and Support Analyst, you will be a part of a dynamic global technology team that are focused on maintaining, evolving, and transforming the Company’s technology ecosystem. This role’s primary focus is our UK technology operations while partnering with the US and CA technology staff.

Duties and Responsibilities

• Supports the ongoing technology requirements, support and vendor management. You will be responsible for deployment, standardisation, and maintenance of “client side” information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs)
• Supports the entire UK IT environment
• Liaises with UK staff (primarily located in the Glasgow Office but supporting staff working remotely, Newcastle and Inverness) on their IT needs, including educating them on the processes, technology and cybersecurity awareness
• Participates in planning with Global IT management to identify and prioritise activities
• Acts as an integrator of solutions; ensures a good understanding of the problem and the solution and provides the options
• Maintains effective dialogue with all levels of staff
• Liaises with hardware and software vendors (or suppliers) for contract support or implementation of services globally
• Supports and manage all technology solutions used within the UK region
• Responds to Service Requests via Helpdesk tool
• Acts as an expert resource within IT for delivery requirements
• Troubleshoots and resolves day-to-day tickets effectively and efficiently
• Assists in the installation, deployment, troubleshooting, and management of desktops, laptops, tablets, mobile devices, software, peripherals, telephony, and various custom toolsets used by all staff
• Responsible for onboarding new hire computer & telephone assignments and desk configuration Manage and maintain asset inventory on an on-going basis

Required Skills

• WANs (MPLS, VPN, routers), LANs (switches, Wi-Fi), Windows Servers (physical & virtual Hyper-V), Storage (SAN, NAS), Voice (PBX), Backup (Commvault, Veritas, Azure), Exchange 2016, Multi-domain AD; Firewalls, Shell Scripting
• Technology Infrastructure responsibility within a multi-office, multi-country, Understanding of IT infrastructure and various environment
• Registered with a relevant professional association is an asset such as IT Certifications in ITIL, Microsoft, CISCO and Project Management Professional
• Familiarity and adherence to General Data Protection Regulation (GDPR) principles and guidelines.
• Experience in implementing and maintaining GDPR compliance measures within IT operations.
• Demonstrated understanding of data protection and privacy requirements in a multi-office, multi-country setting.

Required Experience

• Minimum 3 to 7 yrs. Experience, Prior experience working IT Operations as a Service Desk/Help Desk support, Desk side support, Prior experience working in a Global organisation, demonstrates excellent customer service skills, demonstrates creative thinking and continuous service improvements, possesses strong verbal and written communication skills in English
• College Diploma or University Degree in Information Technology or equivalent experience is required
• Microsoft Cloud (Azure), M365 including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune), Active Directory, Windows 10/11 OS, IOS and Android OS

Disclaimer: Please note that the estimated pay range that is provided on various social media sites may not be representative of NORR's range for this position.

NORR is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic: Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.