Employee Technology Support Analyst

About the role:
Morningstar Europe Ltd is seeking a Technology Support Analyst to work within the European Technology Support team. You and the team will be responsible for carrying out all aspects of technology support to over 2000 users in our offices across EMEA.
Candidates should be trustworthy and able to work independently, managing their time and priorities. Additionally they must be strong team players who are able to work closely with other support team members. As a technology support analyst, you should possess strong interpersonal and communication skills as well as excellent proven troubleshooting skills. You should also possess a highly proactive "can-do" attitude and be able to manage multiple demands and tight deadlines.
The role requires to be present in the office 5-days a week.
Job responsibilities:• Incident management - diagnose, resolve and close incidents. Support may be provided in person or remotely.• Work to identify opportunities to improve or enhance support activities.• Provide first class customer service to Morningstar's employees.• Resolve and own technical problems until resolution.• Escalate to management/senior engineers as required.• Support of desktop environments (Windows, AWS and macOS), mobile devices and core applications.• Imaging and installation of workstations.• Maintain asset management database.• Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, web conferencing, projectors, Crestron controllers and Zoom Rooms technology.• Collaborate with more experienced technicians to solve complex computer and network connectivity problems.• Develop process and support documentation.• Provide training, guidance and technical assistance where necessary to other technical support staff.• Provide on-call support as part of a Rota.
Qualifications:• Excellent customer service skills.• Previous experience with 2nd line desktop support experience in a global environment, preferably for a large multinational.• Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.• Experience with Virtual Machine/Thin Clients environment, in particular Amazon Web Services and Azure VMware Solutions (AVS).• Have a flexible attitude to meet tight deadlines.• Administrative experience with Office 365 admin center, for Exchange, SharePoint, OneDrive and Teams.• FTP account administration and troubleshooting.• ITIL Foundation v3 Certificate in IT Service Management.• iOS and Android Handset Support (Cisco Meraki experience as MDM solution), Experience using JAMF Pro.• Unified Communications (Cisco Unity) setting up/troubleshooting desk phones, Cisco Jabber and Voicemail.• RSA SecurID software tokens or equivalent.• Microsoft System Centre Configuration Manager (SCCM).• Experience working/communicating with Vendors/3rd party application providers (AV, Mobile, Printer support).
301_MstarEurLtd Morningstar Europe Ltd (UK) Legal Entity
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.