IT Support Analyst

Job Description

About InkWe are the world leader in travel media. Founded in 1994 in London, Ink has a staff of more than 250 people in six offices around the globe. Together we create award-winning and inspiring storytelling and sell advertising to the largest brands in the world today. Headquartered in London, we have global offices in Miami, New York, São Paulo and Singapore.Working with 22 of the world’s largest airlines and travel groups means that up to 1 billion passengers engage with our media annually. We create new opportunities for advertisers and brands to connect with a highly receptive global audience through inflight magazines, mobile devices and other digital, print and video media products.We work with the world’s largest airlines and travel groups and produce over 28 magazines in ten languages for the world’s best known airlines and travel companies including: American Airlines, Etihad, Norwegian, easyJet, Transavia, Qatar Airways and United. In addition, Ink sells digital media space for KLM, easyJet, Cebu Pacific and many more.Ink has been recognised with numerous awards including: Best Overall Editorial, Travel Magazine of the Year, Best Cover, Best Art Director and Best Photography, across industry events in the Americas, Europe and Asia.Ink recently became a member of The Stagwell Group. Stagwell was founded in 2015 with the aim to bring together a collaborative group of pioneering and successful marketing and media digital-first agencies.The RoleThe IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including servers, desktops/laptops (Windows and macOS), networking, telephony, mobile devices and videoconferencing equipment. This position will require independent work but will also offer the opportunity to work with 2nd and 3rd line support positions. The ability to occasionally work out of hours in order to support the business is essential.Responsibilities:Provide exceptional customer service in person, via phone and email as appropriate.Resolve help desk issues including troubleshooting hardware and software issues.Perform user administration duties as well as onboarding/offboarding/training.Work with UK IT team to roll out new projects, deploy new computers, and maintain infrastructure.Requirements:Two or more years of hands-on experience working in an end-user desktop support role or computer operations environment required.Good knowledge of Microsoft Office 2016/19/365Experience managing and deploying Windows 7, Windows 8 or Windows 10, and macOSGood knowledge of both PC and Apple hardwareExperience using Windows Server 2012 R2 or 2016/19Remote Desktop supportExperience using Active Directory/AzureAD and managing Office 365 usersPatch managementAdvanced printer / peripheral device troubleshootingGood knowledge of TCP/IP, DNS and DHCPAbility to support handheld smartphones and tabletsPlease note that we will only contact successfully shortlisted candidates