Support Analyst

Support Analyst

Requirements

We’re looking for a Support Analyst to join the team. The role will have a primary focus on the following:

• Provide expert hardware support and service to KG colleagues and Teams across the Retail estate, Head Office, and Warehouse.
• Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
• Support queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.
• Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
• Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
• Process starters, leavers, and amendments promptly and within SLA where defined
• Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
• Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
• Field support stores and workspaces in the UK and abroad.
• Management of SaaS and PaaS applications
• First-line support troubleshooting POS queries

About the role: Hybrid working (Working from home, office and potential travel involved)

The Skills:

• Exposure in the IT industry within a similar role
• Sufficient technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/ Office 365, Azure Virtual Desktop
• Windows imaging and deployment
• Basic understanding of Cisco Meraki MDM platform and SDWAN
• Understanding basic Networking TCP IP/ UDP, DNS, VPNs, VLANs
• Android and Apple mobile devices deployment
• Understanding of EPOS technology/ PEDs/PDQs/Tills - advantageous if experienced with SaaS POS solutions.
• PCI / P2PE - advantageous but not essential
• Jamf Experience is essential.
• A driving License is advantageous but not essential.
• Understanding of Windows servers and AWS
• Great customer service to support the business.

Technical

• Build, configure and install hardware, software and networks for users, stores, and offices.
• Monitor, respond to, and escalate business-affecting system events such as disk usage, network outages, server downtime, and security breaches.
• Use current security software and systems to ensure a safe technical environment for KG systems and their users.

Compliance

• Create documentation for new processes/procedures and systems as appropriate.
• Ensure all equipment is audited and asset tracked.
• Maintain knowledge base support documents to assist with continued support and training.
• Work with the SDMs to continuously improve the systems, processes and running of the Support Desk.
• Comply with and advise on Kurt Geiger Technology standards.
• Comply with and advise on security procedures and processes as published by the Information Security Manager