IT Support Analyst

Role: IT Support Analyst

Location: Hampstead, North London/ Remote Working

Salary: Up to £35k depending on experience

Full time: Mon – Fri 0900-1700

Reporting to: Head of Customer Support & Monitoring

About us

GroupNexus is an established, leading operator in the parking management sector. We are innovative, industry leading and a forward-thinking company that has an exceptional culture with strong values and a hunger for growth. We are a company with a real family feel and we want people who thrive on responsibility and have a strong desire to grow and excel. The aim is simple: we seek like-minded, talented and ambitious individuals who want to be part of our exciting journey.

About the role

The ANPR Technical Support Analyst role is responsible for providing first/ second line support to both internal and external customers for a range of solutions. This is an exciting opportunity for a candidate looking to improve their technical support skills and experience. Working within a fast-paced and dynamic team, you will play a key role in expanding the business with a significant improvement strategy, playing a key part in achieving the goals defined within our client’s strategy.

You will be supporting 1000+ remote sites as well as having responsibility for dispatching engineers to site to resolve issues. A good technical understanding is important as you will be helping to configure hardware and provide support for troubleshooting issues and supporting engineers onsite.

Completing daily checks of the system will be part of your routine as well as monitoring all incoming alerts using various tools and whilst there will be predefined actions for some tasks, an overall understanding and willingness to explore will be required to troubleshoot to get to the bottom of the issue. This position includes performing 1st and 2nd level troubleshooting, manual alert analysis and resolving issues.

Key Objectives & Responsibilities

Daily management of support tickets

Daily Checks

Compiling reports/ ad-hoc reports

Resolving tickets to SLA

On-site equipment sign-off

Ability to coordinate across teams, working closely with peers to deliver on SLA’s

Advanced skills in troubleshooting and analysis, networking, applications and systems

Proactively contacting clients, contractors and stakeholders as a part of incident management

Troubleshooting hardware\software issues

Management of 3rd party suppliers

Escalation of issues to the 2nd/ 3rd line support operatives

Analysis and monitoring of site data feeds across various platforms

Responding to daily client email/telephone support requests and queries

Commissioning of new sites and solutions

Analysis of site data including visits, vehicle movements, permits and potential offenses

Provision of remote assistance to field service engineers

Personal Qualities

Self-motivated with the ability to work under your own initiative

Ability to work within a team environment

Effective communication skills

Enthusiastic with a positive attitude

Versatile and eager to adapt and learn new skills

Technical skills

Understanding of Windows operating systems from XP onwards

Understanding of network topology and communication services

Proven methodical approach to fault diagnosis

Previous experience within an IT support environment

Desirable

Knowledge of ANPR or CCTV cameras and/ or the parking industry

ANPR

Scripting

Monitoring Tools

Networking

Benefits for all GroupNexus employees includes

Generous holiday allowance + bank holidays

Well-being support

Cycle to work scheme

EV salary sacrifice

Day off for charity work

Hybrid working

Company and team social events

If this role sounds of interest, then we would LOVE to hear from you! Please reach out to Rachael Newsham for more information or for an informal chat about how GroupNexus might be the next career move for you.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of GroupNexus’ recruitment team who will work with you to provide any reasonable adjustments as required.

We are an equal opportunities employer and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.