IT Support Services Analyst

We are looking for an IT Support Engineer to join our local IT Team based in Jersey, Channel Islands. This is an amazing opportunity to work on latest technologies and provide a high level of service to employees in need of IT support.  About You – experience, education, skills, and accomplishments  Experience in troubleshooting (Desktop and Laptops, Telephony, i.e. Cisco, and Mobile Device Management technology, Printers, Supporting various technologies (Email, i5/OS emulators (AS400), Active Directory User management))Strong knowledge of Windows/Mac Operating SystemsFamiliarity of corporate applications such as SSO, collaboration, cloud, Office 2010 to 2016, Office 365, Multifactor Authentication, VDI, etc.Understanding of Cloud Technologies (like AWS, Azure, Google Cloud, Open stack) Tech stack  Understanding of networking concepts like DNS, DHCP and TCP/IP protocolsIt would be great if you also had . . .  Microsoft Certified Technology SpecialistITIL CertifiedThorough understanding of how Incident Management interfaces with other ITIL processes and the value it can deliverWhat will you be doing in this role? Able to work effectively under deadlines in a fast-paced and changing environment on supporting roles while delivering exceptional service.Provide technical support to onsite and remote colleagues on IT related issues and accurately record all diagnostics, communications, and resolutions in the service management toolset in a professional manner within the SLA.Aim for First Contact Resolution on all incidents and requests and confirm incident resolution with the end-user prior to marking an incident as resolved.Draft articles for publishing in the knowledge base.Share knowledge & collaborate with other team members often.IT inventory management, equipment procurement, CMDB management.Assist with project implementation across business unitsWork effectively under deadlines in a fast-paced and changing environment on supporting roles while delivering exceptional service.Must be able to respond to security threats in the environment and assist with any remediationAbout the TeamUK & CEMEA IT Support Services, composed by 20 agents.Hours of Work / More important information for you:Full time permanent role based in our Jersey office.At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.