IT Support Analyst

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