IT Technical Support Analyst

About our team...

Airbus Helicopters is the world’s largest helicopter manufacturer and the company’s site at Oxford Airport is Britain’s civil helicopter hub.

AHUK offers considerable experience in helicopter sales, bespoke completions, maintenance and spares support. Its in-house engineering capabilities include design, customisation, installation, flight-testing and certification, as well as technical support, maintenance, training and the supply of spares for civil and military applications.

AHUK is the MoD’s chosen provider of helicopters and maintenance for its Defence Helicopter Flying school (referred to as MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).

PLEASE NOTE - It is AHUK policy to require all applicants to demonstrate they have the right to remain and to work in the UK.

Description/Overall purpose of the Job

To run the helpdesk and undertake technical activities concerning the installation and support of computer and related equipment, ensuring the smooth running of the companies business with the minimum of disruption

The main responsibilities of the post holder will be:

• Face to face, telephone and email support
• Purchase, configure, install and maintain desktop and laptop PCs
• Support of telephone systems
• Purchase and configuration of telephone handsets
• Support of audio visual equipment, projectors and Video Conference facilities
• Manage the resolution of issues, problems, service requests and changes via the AHUK Helpdesk tool
• Audit of computers to ensure all software is authorised and licensed
• Maintain an inventory/database of IT hardware and software
• Liaise with third party IT support Companies and vendors

The post holder would ideally have the following Knowledge and Skills:

Strong expertise in supporting Windows based PCs and Servers:

• Windows Desktop (Enterprise)
• Windows Server
• MS Office
• Google G-Suite

Knowledge of the following would be an added benefit:-

• MS Exchange
• Firewalls (Checkpoint, PALO ALTO)
• Active Directory
• Networking
• Telephony
• IT Security
• Virtualisation (Vmware)

We require the post holder to have the following Education, Qualifications or special training:

While specific educational qualifications are not required, there must be evidence of the ability to learn new skills by illustration of a general academic background and achievement.

A Qualification in IT is an added benefit

The post holder should have the following experience:

• Previous experience in an IT support environment using Microsoft Windows

Key performance indicators:

• Successful management of helpdesk tickets, measured by resolution against agreed targets
• Successful Installation of IT equipment measured by targeted dates and user satisfaction surveys

Other requirements:

• A valid passport is required for potential European travel
• Flexibility in working time is desirable to deal with unexpected issues

Personality Requirements:

• Able to understand and address technical issues from users with differing technical backgrounds
• Able to work unsupervised and able to troubleshoot problems to resolution
• Ability to communicate with various professions at all levels from “shop floor” to Boardroom
• Willingness to work flexibly in a team and within a challenging environment
• Customer oriented, seeking customer satisfaction and measurable quality / delivery
• International disposition as this position may require travel to support global Airbus Helicopter’s initiatives and to liaise with people from different cultures