Technology Support Analyst

  • Job Type: Full-time
  • Location: Birmingham
  • Reporting into: General Manager (UK and Europe)
  • Salary: £23,000 – £25,000

PTI are looking for an ambitious Technology Support Analyst to work as part of our delivery team on clients sites in Birmingham and the Midlands area. If you love sport and love owning the technology performance that can drive business success, we want you on our team!

PTI work across a turnkey digital offering; consulting > technology selection > deployment / support > commercialisation. Working in our Venue Tech division, you will be the face of technology for our sporting clients and creating an excellent customer service experiences for fast-paced, 365 businesses.

This is a high-visibility role which involves extensive contact with colleagues across PTI and our clients and at all levels of seniority. The ability to communicate effectively and to interact with individuals at all levels of the organisation is an essential and exciting part of the role.

The Candidate

The candidate will have a passion for sports and entertainment and be looking for their growth role, coming from an established base in IT support and taking on a key position for our client

  • The candidate will be energised by the sporting business – thriving on the 24/7 nature of a sports and entertainment venue that strives to be the best. This role will work five days from any seven to support the business need
  • This role focuses on combining customer service skills and technical knowledge in order to provide high levels of 2nd line technical support. The candidate will enjoy the balance between building a great technology stack and building great relationships

Objectives of the Role

  • To manage and ensure the smooth running of all IT equipment and services for our clients
  • To identify and resolve all issues relating to their entire IT estates, as flagged by users or as picked up by network monitoring tools, in a timely and efficient manner, and to liaise with suppliers and partners as required
  • To communicate to PTI escalation paths and clients any incidents which may affect the provision of IT services to our clients
  • For clients, ensure there is regularly reporting and communication with senior management and key stakeholders in a professional, confident, and timely manner
  • For clients, contribute to their respective technology roadmaps in conjunction with their Senior Management Teams and deployed PTI CTO
  • Management of Windows Server estates; Active Directory administration and managing of Group Policy
  • Microsoft Exchange administration / management of Office 365 environments
  • Management of network data storage, file permissions etc.; Managing data backup, ensuring best practice data retention policies are implemented
  • Managing desktop / laptop estates, identifying, and resolving hardware and application issues
  • Produce and maintain client IT estates technical and procedural documentation
  • Proactively identify opportunities for improving the performance and efficiency of the IT estates and services provided by the IT function, whether through improved processes, productivity enhancements or new /improved software /hardware /services
  • To work on, and as appropriate to manage, projects in all areas of the IT estates
  • Provide a visible and approachable primary contact point for the clients IT support functions
  • Liaise with and, where applicable, manage our clients external partners, suppliers and providers of hardware, software and telephony products and solutions
  • To provide, as appropriate, support on client match days

Skills and Competencies

Essential

  • Experience of working within a sporting / stadium environment and knowledge of, or experience of working with ticketing systems, access control, EPOS systems, IPTV etc.
  • Previous experience in a similar role, providing 2nd line skills in hardware, software and networking analysis
  • Highly knowledgeable in IT systems, including networking technologies (LAN, WAN, VPN), desktop and server operating systems. Strong application support (e.g. MS Office) and a high knowledge base for O365
  • An understanding or work with HP Aruba networking technologies would be advantageous
  • Excellent communication skills, both written and verbal, and excellent interpersonal skills
  • A keen analytical mind, excellent problem-solving skills
  • Demonstrable skills in multitasking, prioritising and able to work effectively under pressure
  • Ability to build strong relationships
  • Excellent planning and organisational skills
  • A keen eye for detail
  • Project management skills and an understanding of how to manage the priorities of multiple stakeholders in a fast-paced environment

 Benefits

  • 20 days holiday
  • 3% Employer Pension Contribution
  • Laptop
  • Phone allowance
  • Opportunities to travel internationally
  • Opportunities to attend match days
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