IT Support Analyst
Conrad Energy are currently recruiting for an experienced 1st line IT Support Analyst to join their growing team. This role will be hybrid: 3 days a week in our Abingdon office and 2 from home.
About Conrad Energy Ltd
Conrad Energy is a fast-growing UK energy company. We're powering the move towards renewables through innovation and technology. We generate power to support the National Grid when renewables can't meet demand and we buy, sell and manage energy for businesses nationally.
With a portfolio including gas, batteries, solar, wind and hydrogen, our 83 sites, operational or in construction, have a potential to generate 983MW of power making us one of the leading flexible energy providers in the country. Optimised and operated using our market-leading software, iON+, we're at the forefront of shaping a more efficient energy sector that is both reliable and sustainable.
Over the last few years, we've planned and developed some of the largest energy infrastructure projects in Europe, as well as rapidly expanding the number of business customers working with us.
We're proud to power a changing world, building a better future for us all.
The Job:
Be the first point of contact for our users' IT support requirements.
Onboarding new starters and offboarding leavers.
Maintain an asset registry and manage user device lifecycle.
Managing incidents and requests through the service management tool.
Provide support for a wide range of Microsoft applications, software & hardware.
Maintaining governance standards across all IT service management processes.
Liaise with the team to communicate and understand issues and be able to effectively coordinate how to resolve an issue.
Identify repeat issues or service risks.
Manage scheduled tasks for customers.
Take ownership of faults in a logical manner and throughout their entire lifecycle.
Log incidents and faults, categorising them and escalate where necessary.
Education and experience
Qualifications
Essential
GCSE Maths & English (B, 5 or higher)
CompTIA A+
Full UK car driving license
Desirable
CompTIA S+, N+
Microsoft MS-102
Experience
Essential
2+ years working in a similar role as either IT support or on a service/help desk
Previous hands-on and on-site experience
Ability to troubleshoot user level related network issues
Desirable
Experience with wide-area networking troubleshooting
Previous experience with network cabinets and structured cabling
Experience with industrial IT and IoT methodologies
Knowledge and skills
Essential
Basic knowledge of computer hardware, including desktops, laptops, printers, and peripherals
Understanding of operating systems such as Windows
Proven experience with Microsoft Active Directory and Microsoft 365 services
Familiarity with common software applications, including Microsoft Office Suite, email clients, web browsers, and antivirus programs
Basic networking knowledge, including TCP/IP, DNS, DHCP, and troubleshooting network connectivity issues
Accurate and detailed documentation of support tickets, including the issue reported, troubleshooting steps taken, and resolution provided
Ability to create and maintain knowledge base articles for common issues and solutions
Desirable
Android Enterprise
Microsoft Intune MDM/MAM
Microsoft Azure
Attributes
Self-starter
Attention to detail
Strong analytical and problem-solving skills
Strong customer service skills
Good communicator and team player
Ability to work effectively as part of a team, collaborating with other IT support personnel, as well as other departments within the organization
This job description is intended as a basic guide to the responsibilities of the post and is not exhaustive. The post holder may be asked to undertake duties that are in line with the level of the role. The job description will be subject to regular review and amendment as necessary in consultation with the post holder.
