Computer System Analyst
Job Reference:
LM People Job Code/Title:
Location:
Programme / Functional Group:
EBS14363
E1052I / Computer Sys Analyst
Whiteley
EBS - Multiple
Description of Business Environment:
This position will report to the International IT Services INTL Domain Service Delivery
Manager. The role will be based in Whiteley, with the requirement for international travel
as required within Europe and the Middle East (UAE, Qatar, Saudi Arabia, Israel, and
Egypt).
Specific Job Description:
This role will be part of a team supporting an international customer base, geographically
spread around the world in small remote offices.
Position responsibilities include, but are not limited to:
 Principally providing remote support to international offices, but with scheduled site
visits for tech refresh activities, office relocations and ad-hoc support.
 Resolving trouble tickets using a Remedy system, adhering to SLAs.
 Provide clear training and advice to user base
 Maintain asset tracking
 Participate in projects as required
 Software and hardware refresh programmes
 Support of basic networking equipment; switches, firewalls, ISP routers, WiFi
access points
 Support the deployment, usage and training of mobility solutions, such as managed
iOS devices.
 Write, update and maintain written processes and procedures
 Remote support office systems such as videoconferencing, phone systems,
multifunction printers, digital signage.
 Integrated application support, such as Java, Adobe Acrobat & Internet Explorer
 Liaise with hardware and ISP vendors in various countries to arrange warranty and
onsite support.
Required Skills:
 In depth knowledge and experience of Windows operating systems (7&10).
 VPN troubleshooting and remote desktop skills.
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Detailed knowledge of Microsoft Office suites (2010/13/16).
Experience with installing O/S images over network infrastructure.
Strong desktop troubleshooting skills; performance/hardware/software problem
detection and resolution.
Experience with encryption technologies and their management environments (e.g.
McAfee ePO) required; full disk encryption, removable device encryption
Experience with Windows Remote Assistance or other remote support tools.
In-depth knowledge of network connectivity troubleshooting.
A willingness to work outside of normal office hours.
Ability to travel at short notice.
Passport and driving license.
Desirable
 Experience with Cisco/Juniper hardware.
 Familiarity with Active Directory administration.
 SharePoint administration.
 Knowledge of Mobile Device Management tools.
 Familiarity with HP and Dell laptops.
 ITIL qualification.
 Experience of working in defence industry and dealing with sensitive data.
 iOS and Apple product troubleshooting and support.
 Experienced with international support.
Personal skills
 A self-starter with willingness to learn from colleagues
 Must be a good team player and able to use own initiative
 Must have good problem determination and communication skills
 Dynamic and flexible "can-do" attitude
 Superior customer relationship skill
Standard Job Description:
Designs, develops, programs, installs, implements, conducts research for, and maintains
internal data processing computer systems and utilities, and/or for customers on a
contract basis. Analyzes internal or external customers' needs, and determines
equipment and software requirements for solutions to problems by means of automated
systems; develops customized solutions to customer/user problems. Establishes system
parameters and formats; ensures hardware/software compatibility; and coordinates
and/or modifies user requirements in terms of existing and projected computer capacity
and capabilities. May make programming changes as required to adapt or enhance
existing or new programs and/or utilities.
Maintains supplied software packages for internal users. Analyzes new hardware to
determine its need or application in the existing or proposed system; advises on new
techniques and estimated costs associated with new or revised programs and utilities,
taking into consideration personnel, time, and hardware requirements, and makes tradeoff analyses; develops general and detailed documentation describing system
specifications and operating instructions; and revises existing systems and procedures to
correct deficiencies and maintain more effective data handling, conversion, input/output
requirements, and storage.
Typical Minimum Education & Experience:
Bachelors degree from an accredited college in a related discipline, or equivalent
experience/combined education, with demonstrable professional experience; or no
experience required with a related Masters degree. Considered experienced, but still a
learner.