Support Analyst

Open GI; Worcester; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Company pension

Bonus opportunity

Life assurance

Cycle to work scheme

Wellbeing support

Holiday entitlement 25 days + 1

Hybrid in Worcester

Job summary

Open GI in Worcester is seeking a skilled Technical Support engineer to provide advanced support to internal and external customers, covering Linux, Windows Server and Tripos environments, with a focus on proactive monitoring and issue resolution.

You will work with Development and Consultancy teams, mentor Helpdesk staff, maintain accurate documentation and service records, and participate in hybrid shifts including occasional weekends to ensure uninterrupted service.

Qualifications

• GCSE English and Maths at grade C/4 or above (essential).
• Degree-level IT or technology subject (desirable).
• IT qualification or industry-recognised certification (desirable).
• Proven experience in technical/support or service desk roles.
• Experience with customer-facing technical support in insurance (desirable).
• Experience using ITSM platforms like Jira Service Management (desirable).

Responsibilities

• Provide advanced technical support to customers via phone, remote access and diagnostics.
• Troubleshoot Linux, Tripos, and Windows Server environments.
• Monitor and manage customer environments using RMM tools.
• Administer Active Directory and Entra ID environments for contracted customers.
• Manage backup solutions and investigate failures; support Exchange Server/Online.
• Collaborate with Development and Technical Consultancy teams to resolve issues.
• Mentor Helpdesk staff and maintain accurate technical documentation.

Skills

Microsoft 365

Active Directory

Entra ID

Exchange Server/Online

Linux

VMware

Hyper-V

Azure

RMM tools

Education

GCSE English & Maths

IT/tech degree (desirable)

IT certification (desirable)

Tools

Jira Service Management

VMware

Hyper‑V

Veeam

Citrix

Job description

It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do.

We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people.

No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work.

Position

An overview of the role

Provision of Technical level support to both internal and external customers.

Your key responsibilities

• Provide advanced technical support and resolve escalated customer issues via telephone, remote support and diagnostic tools.
• Troubleshoot and resolve complex issues across Linux and Tripos environments.
• Diagnose, troubleshoot and resolve issues across supported Microsoft Windows Server environments
• Proactively monitor and manage customer environments using remote monitoring and management (RMM) tools, identifying and resolving issues with minimal disruption to users.
• Create and manage user accounts and access permissions using Microsoft Active Directory and Microsoft Entra ID.
• Administer Active Directory and Microsoft Entra ID environments for contracted customers, including user, group and access management.
• Manage and monitor backup solutions for contracted customers, including investigating and resolving backup failures and escalated backup-related incidents.
• Administer supported Microsoft Exchange Server and Exchange Online environments for contracted customers.
• Monitor, manage and troubleshoot customer network infrastructure, including connectivity and related network services.
• Diagnose and resolve technical issues relating to the Open GI product suite and associated services.
• Work closely with Development colleagues to investigate, diagnose and resolve complex technical issues and provide technical feedback.
• Collaborate with Technical Consultancy teams on customer implementations, technical issues and service improvements.
• Provide technical mentoring and coaching to Helpdesk and Support Centre team members where required.
• Create and maintain accurate technical documentation, knowledge articles, troubleshooting guides and training materials.
• Provide remote monitoring and technical management of customer sites covered by Enhanced Support services.
• Maintain accurate and timely records within internal systems, including support tickets, technical documentation and customer information.
• Ensure team members understand and follow agreed technical standards, processes, procedures and support practices.
• Contribute to continuous improvement initiatives aimed at improving technical support, customer experience and operational efficiency.

What you'll need to succeed

Qualifications

• GCSE English and Maths (or equivalent) at Grade C/4 or above (essential)
• Degree-level qualification in an IT or technology-related subject (desirable)
• Relevant IT qualification or industry-recognised certification (desirable)

Experience

• Proven experience in a technical support, infrastructure support or service desk environment.
• Proven experience providing technical support directly to customers, including handling escalated incidents.
• Experience working within the insurance industry (desirable)
• Experience using Jira Service Management (JSM) or similar IT Service Management (ITSM) platforms (desirable)
• Practical experience administering Microsoft Active Directory and Microsoft Exchange (desirable)
• Practical experience administering Microsoft Entra ID and Exchange Online (desirable)
• Experience supporting Microsoft Azure environments (desirable)
• Experience supporting backup and disaster recovery solutions (desirable)
• Experience working with virtualised infrastructure, including VMware and/or Microsoft Hyper‑V (desirable)
• Knowledge and experience of the Open GI product portfolio and associated services (desirable)

Skills

• Good working knowledge of Microsoft 365, including core Microsoft cloud services and applications.
• Working knowledge of Microsoft Active Directory and Microsoft Entra ID.
• Working knowledge of Microsoft Exchange Server and Exchange Online.
• Knowledge and practical experience of SUSE Linux environments.
• Strong knowledge of Microsoft Windows Server 2019 and later versions.
• Good understanding of virtualisation technologies, including VMware and Microsoft Hyper‑V.
• Working knowledge of Microsoft Azure and cloud-based infrastructure (desirable)
• Knowledge of Veeam backup and data protection solutions (desirable)
• Knowledge and experience of Citrix environments (desirable)
• Knowledge of Microsoft SQL Server 2022 and later versions (desirable)
• Strong knowledge of Microsoft Windows 11, with the ability to troubleshoot and support previous Windows operating systems (essential)
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, firewalls and general network troubleshooting.
• Understanding of remote monitoring and management (RMM) technologies and proactive infrastructure monitoring.
• Knowledge of IT security principles, including identity and access management, authentication, permissions and endpoint security.
• Knowledge of the Open GI product portfolio and associated services (desirable)
• Excellent customer service and customer relationship management skills.
• Strong communication skills, with the ability to communicate technical information clearly to both technical and non‑technical audiences.
• Excellent telephone and written communication skills.
• A structured and analytical approach to troubleshooting and problem‑solving.
• Ability to investigate complex technical issues, identify root causes and implement appropriate solutions.
• Ability to work effectively under pressure while maintaining a positive and professional approach.
• Strong organisational skills, with the ability to prioritise workload and manage competing demands.
• A collaborative approach and the ability to work effectively as part of a wider technical team.
• Willingness to share knowledge, mentor colleagues and contribute to the development of the wider Support team.
• Ability to learn new technologies and adapt to changes in technology, processes and customer requirements.
• A proactive approach to identifying potential issues and opportunities for service improvement.
• Commitment to maintaining high standards of technical accuracy, documentation and customer service.

Other information

Mission and Values

It is our mission to be both the Technology Partner and Employer of Choice to the UK General Insurance market. Our people are placed at the heart of this and diversity, equality and inclusion are central to everything we do.

• Accountability:We own our actions and shape our success on the results we deliver
• Innovation:We tackle challenges with fresh thinking and bold ideas
• Teamwork:We work together, recognising we can’t do this without each other
• Trust:We build trust on integrity, transparency and mutual respect

We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance.

Benefits package

• Competitive salary dependent on skills and experience
• Company pension
• Bonus opportunity
• Life assurance and critical illness cover
• Cycle to work scheme
• Perkbox – an exclusive platform offering a wide range of discounts and benefits
• Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme
• Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work
• Inclusive Bank Holiday policy giving you the option to swap days that are important to you for cultural or religious reasons
• Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together
• Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders

Please note,this is ahybrid positionrequiringin-office attendance at our Worcester location for a minimum of 2 days per week.

This role requires flexibility to work shifts between 8:00am and 9:00pm, providing out-of-hours support to our customers.

The successful candidate will also be required to participate in a weekend rota to ensure continued service and support coverage.