IT Analyst

Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

It’s why we’ve structured our business to help our teams, and their talents, shine bright. Its why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities.
• An environment that embraces learning and development
  
  

The Role

The purpose of this role is to provide high-quality technical support and remote assistance to Brennan IT clients, engineers, and staff.

The purpose of this role is to provide high-quality technical support and remote assistance to Brennan IT clients, engineers, and staff.

The Candidate Must Have

• At least 6 months of experience in IT Service Desk / Windows Server / Wintel / Technical Support / Remote Support Services.
• Experience dealing with international clients or customers preferred.
• To provide customer service Inbound & outbound support to Brennan IT clients, engineers and staff.
• To coordinate, collaborate and escalate task within established timelines.
• To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings
  
  

Role Responsibilities

Essentials Skills

• Excellent communication skills with international customer call experience are preferred.
• Ability to work under pressure to meet service level agreements.
• Great customer service experience is a must.
• Microsoft 0365 Basics and Licenses.
• Active Directory Basics (User, Groups, Attributes, Organisation Units)
• Understanding the difference between Domain and Work Group.
• Multi Factor Authentication.
• Understanding on VPN.
• Understanding on Distribution List, Security Group, Dynamic Groups, Shared Mailbox (And their differences with each other)
• Email Filters e.g. Mimecast, Proofpoint.
• Understanding of Mail Flow.
• Configuring Outlook and troubleshooting.
• Configuring Network Printer/Offline Printer.
• Mapping Network Drives- Folder Access.
• Basic understanding on Intune & Azure.
• Basic understanding of SCCM.
• Basic understanding of DNS, DHCP, TCP IP Protocols.
• Basic understanding on Windows desktop troubleshooting.
• Basic understanding of antivirus alert management. E.g Sophos, Sentinel one, Crowd strike etc.
• Installing & configuring software as per clients requirements.
• Resolving 1st level network & connectivity issues.
• Maintaining documentation and knowledge base articles for common issues and solutions
• Excellent time management skills to prioritize tasks and meet service level agreements (SLAs).
• Attention to detail to accurately document and track issues and requests.
• Adaptability and willingness to learn new technologies and processes.
• Familiarity with ITIL (Information Technology Infrastructure Library) best practices and service desk processes.
  
  

Key Competencies and Qualifications required

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent verbal and written communication skills.
• Ability to provide technical support over the phone; good phone etiquette, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of call; remain productive during avail times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to think around problems and come up with creative solutions.
• Ability to work with or without direct supervision.
• Willing to work in a 24x7 work environment
• Desired Skills:
  
  

Servers, O365, Intune, Mimecast, Exclaimer, Sophos/Crowdstrik/Defender/SentinalOne, VMware, DHCP, DNS, Group Policy, Hyper-V, SCOM, SCCM - Knowledge is highly preferable. Brennan is an equal opportunity employer.

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