Support Analyst
Department: 880 - Corporate IT
Employment Type: Permanent
Location: London
Description
Arqit is a global cybersecurity company delivering quantum-safe encryption to secure data and communications for enterprises, governments, and critical national infrastructure (CNI). Powered by its advanced symmetric key cryptography, the Arqit SKA-Platform offers scalable encryption that is resilient to quantum threats. The platform allows devices to seamlessly generate and share secure encryption keys, ensuring robust data protection across sectors like telecoms, defence, and finance. Stronger, simpler encryption.
We are looking to expand our IT team with someone who is interested in joining a fast-paced, exciting tech scale-up. We can offer you fun and interesting work in cloud cybersecurity. We have a great team culture that gives you the opportunity to innovate, take ownership, and scale new heights in your career as the company grows. We are based in friendly offices, close to Victoria, Westminster and St James Park stations, and operate a hybrid working model.
Overview
This is an exceptional opportunity for someone with experience in a service-orientated Service Desk environment, and a solid understanding of Windows and cloud platforms. The job-holder will be responsible for working within the Service Desk team, managing day-to-day support issues, and will have the aptitude and responsibility to assist the team in more complex Incidents and Problems.
What you'll be doing
* First and second line IT Support (Helpdesk, remote and deskside) on both hardware and software applications
* Providing exceptional Service Support and Customer Service to the Business, via remote and deskside Support, Email and Telephone
* Creating, managing and evolving Policies, Processes and Procedures
* Creating, managing and transferring relevant knowledge
* Working to SLA thresholds for incidents, requests and problems
* Prioritising and managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously
* Systems & Performance monitoring
* Establishing and maintaining excellent working relationships within the business and with third parties
* Review of Services, Application delivery, Patching and Anti-Virus
* Ensuring appropriate standards and procedures are adhered to during the development process to support a quality deliverable to the business.
* Working with a variety of Business and Technical teams to enhance service levels
* Desktop and Laptop Builds
* Supporting the business at special events and meetings, both on-site and external
What we're looking for
The ideal candidate will have excellent Customer Service skills and have spent a minimum of 2 years supporting Windows, Apple and Linux platforms in the capacity of Support Analyst or Helpdesk engineer. The below skills would be beneficial to the role.
* User administration within the following environments:
* Desktop Central
* Office 365
* Windows 10
* Exchange
* Cloud based security products
* Windows administration
* Exchange 365 mailbox administration
* Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve
* Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution
* Proven experience working within IT service delivery
* Excellent troubleshooting and problem-solving skills
* Self-motivation and enthusiasm
* Excellent communication and collaboration skills, with the ability to transfer knowledge within the team
* Endpoint encryption administration
* General network administration and troubleshooting, TCP/IP and WAN/LAN/Wi-Fi
NB: the ability to work in the UK without restrictions is ESSENTIAL; there may also be a need for UK security clearance in future.
Also useful to have:
* Microsoft certification(s)
* Experience of software application quality assurance
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