Senior Internal Support Analyst

You will be part of an enthusiastic highly skilled team supporting end users and a variety of systems including Desktop, Telephony and Window Servers estate.  Working as the Senior Internal Support Analyst in a small team, your role will include taking the lead in maintaining Internal systems, troubleshooting, identifying causes, developing resolutions to system problems. You will also be required to assist end-user with all technology requirements as well as developing other members of the team.  

Up to £43K
Type of Hire
Ref No

Job Responsibilities

- Implementation and support of Window Servers and desktop platforms taking ownership of 1st- 4th Line IT Support issues, maintaining the integrity and availability of the Infrastructure
- Main escalation point for all Active Directory issues. Proactively maintain including software updates, system upgrades
- Build, deploy and maintain windows server estate, both physical and virtual
- Administrator and support of SharePoint/Cloud, Cisco CUCM or Equivalent i.e. (Avaya). ServiceNow or ITSM CRM is desirable.
- Providing remote support to Hub sites when necessary
- Incident Management: Ensure that incidents are resolved at 2nd -4th line level in a timely manner to meet the defined Service levels
- Document processes and help train other members of team
- Proactively help resolve help desk tickets (using ServiceNow)
- To follow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages
- Taking the lead in projects, working on own, with other internal departments or with external vendors where required to deliver the solution within agreed timescales
- Responsibilities will include providing desk side support, administration, installations & moves etc. providing 1st-4th line support, in response to incidents, requests and problems.
- Adhere to the IS incident, problem, change, configuration and project management processes to meet agreed Service Level Targets. This may require some out of hours working and occasional travel to other offices in support of the IT infrastructure.
- AV Console management i.e. Kaspersky/Sophos
- Device encryption: Bit locker for windows devices and File Vault for Macs
- Printer hardware support and remote management
- All the above stated but not limited to escalating IT issues to the IT manager where necessary
- Ensuring security and upgrades are applied to desktops and laptops and kept up to date
- Patching of network and phones
- Ensuring all logs for equipment “assets” and users are maintained in ServiceNow
- Ensuring licensing for all software purchased is recorded and maintained
- Setting up new users and disabling expired accounts in accordance with ISO20000
- Providing support for MAC, PCs and iPhone/iPad devices
- Work within an ITIL/ISO 20000 and 20001 frameworks to preserve vital production services and produce appropriate documentation. Maintaining in-team SOP documentation and knowledge base when necessary
- Assist with daily routine checks which involve SCOM monitoring checks and Monthly data restore testing

Interpersonal skills

- Works effectively as ‘part of the Company team’, communicates positively at all levels both internally and externally
- Works effectively as part of a department team, recognises areas where support is required and offers assistance
- flexible and adaptable in approach
- Takes an active role in personal development and frequently reviews individual objectives and attends training sessions as required
- Professionally manages customer communications
- Professionally manages workload and conflicting priorities
- Able to effectively problem solve and use initiative
- Able to demonstrate Nominet’s values: Integrity, Courage, Accountability and Performance

Key results / Outputs and deliverables

- Performing support duties, as required, to meet specific operational objectives
- Assist in monitoring the Internal support queue providing triage before assigning tickets internally to the relevant teams
- Ensuring that a high level of customer service and support is provided to all internal and external customers
- Apply all Nominet brand values when dealing with daily duties

Professional skills, background and profile


- Expert in Active Directory, DNS, DHCP and administration Office 365
- Experience at administrating Windows Servers 2008-2016
- Experience at using WSUS for patch deployment
- Desire to learn new technologies and has a demonstrable interest in IT as a whole
- Worked with a variety of technical devices and have a professional understanding of technology
- Friendly approachable manor
- Ability to communicate at all management levels
- Windows laptop imaging (MDT)
- MCSE/MCP or an equivalent Microsoft certification
- Knowledge and Understanding of ITIL processes


- Salesforce Administration
- Cisco call manager
- Sophos
- Zabbix
- SharePoint Administration on prem and online
- Service-Now