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.
