SUPPORT ANALYST

It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people. No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. An overview of the role Provision of Technical Level Support to Internal and External customers Key responsibilities Resolve escalated support queries via telephone/remote diagnostic tools. Resolve problems within Linux & Tripos systems. Diagnose problems reported across supported Windows Server Platforms Proactive actions using remote management tools to diagnose and resolve issues across supported Windows Server platforms silently. New user creation within Active Directory upon request. Management of Active Directory for contracted customers Backup management for contracted customers and escalated calls Microsoft Exchange administration for supported contracted customers Network management for contracted customers Diagnose problems reported with the Open GI product suite Liaise with Development teams Liaise with Technical Consultancy Mentor & coach Helpdesk team members when needed. Produce in-house documentation for referencing/training. Remote management of sites contracted for Enhanced Support. Completion of small deliverable contracts Accurate administration of internal computer system. Ensure that the standards and procedures used within the team are well understood by team members. Qualifications GCSE English and Maths (or equivalent) at grade C or above (essential). Educated to degree level (advantage). IT relevant qualification (advantage) Experience Insurance Industry experience (desirable) Jira Support Desk (desirable) Proven record in customer Support role Administration and experience of Active Directory and Exchange (desirable) Administration and experience of Azure environments (desirable) Knowledge of Open GI product range and Services (advantage) Skills Knowledge of Open GI product range and Services (advantage). Comprehensive knowledge of Microsoft products – Office 365 Knowledge of SUSE Linux Comprehensive knowledge of Windows Server 2016 and above Knowledge of Hyper-V / VMware Knowledge of Azure environments Knowledge of Symantec products (desirable) Knowledge of Citrix environments. (desirable) Knowledge of Microsoft SQL 2016 and above (desirable) Knowledge of Microsoft Windows 11 and the ability to troubleshoot previous Microsoft Windows environments (Essential) Aptitudes Excellent customer handling skills. Ability to work under pressure whilst maintaining enthusiasm. Excellent telephone and communication skills at all levels. Good team player. Analytical approach to problem solving. Ability to adapt to new skills. Our values are central to our vision, as they represent how we collaborate to continually deliver for our customers: Accountability: We own our actions and shape our success on the results we deliver Innovation: We tackle challenges with fresh thinking and bold ideas Teamwork: We work together, recognising we can’t do this without each other Trust: We build trust on integrity, transparency and mutual respect Benefits package A competitive salary depending on skills and experience Company pension Bonus opportunity Life assurance and critical illness cover Cycle to work scheme Perkbox – an exclusive platform offering a wide range of discounts and benefits Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme A hybrid approach to work, with attendance in the Worcester office typically required 3 days per week. Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders Please note that we are looking for candidates who are currently located within a 50 mile radius of our Worcester office for this role. To apply for this role please click the apply button and send us your covering letter and CV.