Technical Support Analyst

Your role

What you'll be doing

About the role:

We have an exciting opportunity for a Technical Support Analyst to join our epyx business based in Meriden. In this role you will be the first point of contact for users having IT issues. You will log the call, perform basic troubleshooting, fix the problem when possible, or escalate tickets to other technicians.

You will handle service requests related to business technology including desktop and laptop workstations and peripherals, printers, networks, and other hardware and software needs.

This is a busy and fast paced environment; challenging but exciting and working with dynamic and focused team providing best in practice.

Key accountabilities:

• Your primary role is to provide technical support to users that may be on-site or working remotely on various software, hardware, or connectivity problems.

• You will answer incoming phone calls to IT helpdesk from business colleagues and handle them in a timely manner.

• You will handle user access requests to the business applications.

• You will be working mainly on a Microsoft Windows environment on a complex IT infrastructure.

• You will participate in projects that may have strict deadlines and may require off-hours work.

• Document, track, and monitor problems to ensure a timely resolution.

• Keep business clients informed on the progress of their request/incident.

• You will need to be in the office to fulfil your daily duties (no remote working).

Skills and experience we'd like you to have:

• Experience of PC hardware troubleshooting and problem solving.

• Experience supporting desktop applications.

• Able to install, configure, upgrade, and relocate PC hardware, software, and print devices.

• Active Directory administration, password resets, new user setup, off-boarding tasks.

• Provide access to business applications and software installation

• Administration of network shares and file access management.

• Administration and support of Windows 10 & 11.

• Basic administration of Exchange Server.

• Configuration of user and shared mailbox access.

• Configure Android and iPhone mobile phones for business use.

• Experience on IT Service Management tools, like ServiceNow.

• Ability to understand and follow technical procedures and policies.

• Document procedures and update the Assets inventory.

• Be attentive to details, organized, and methodical.

• Awareness of data privacy and IT security.

• Be technical curious and have a Continuous Improvement mindset.

• Understanding of ITIL principles.

• Experience on telephony support (OpenScape).

• Networking knowledge covering Broadband, Local Area Networks, Switches & VLan's.

The rewards we give you:

• Excellent progression opportunities working for a global company

• 4 X Life insurance

• Pension scheme 5% employer contribution

• Private Healthcare

• 25 days Holiday (plus Holiday Buy/Sell)

• Access to benefits portal - Perk Box

• Discounted goods and services

• Employee Fuel Card

• Access to LinkedIn learning

• Free on-site parking

About FLEETCOR

FLEETCOR is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

All offers of employment made by FLEETCOR (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with FLEETCOR's Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.

FLEETCOR is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.

Notice to Agency and Search Firm Representatives: FLEETCOR will not accept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any FLEETCOR employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of FLEETCOR. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.