IT Support Analyst - Aquaterra Energy

IT Support Analyst

Based at our Head office in Norwich, an opportunity for an experienced IT Support Analyst to join our existing team.

An opportunity for an experienced IT Support Analyst to join our existing IT team at our head office in Norwich.

Package of £25 - £28k depending of experience

We are seeking a positive, conscientious, self motivated person with a high level of perseverance and analytical skill. With a strong work ethic and a flexible approach to working hours.  Must have IT experience with a proven track record of process improvement.


  • Development of the overall IT service and in particular the company workstations, peripherals and end-user applications
  • Maintain company data, hardware, software and other IT resources. Ensuring systems are secure and operate optimally at all times
  • Help support business expansion by provide IT assistance to new acquisitions and the wider group
  • Record keeping and technical documentation. Ensuring that all systems, change management documentation, asset records and procedural documentation are kept fully up to date
  • Work closely with and support all other members of the IT team


  • Install, upgrade, and maintain all company PCs, laptops, mobile phones, peripherals and end-user devices. This includes the decommissioning, resale or recycling of surplus assets
  • Lead estate wide rollouts of new, updated or upgraded end-user software and hardware; including the refreshing of hardware and rolling out the latest version of Windows
  • First point of contact for all IT support issues, ensuring requests are dealt with in a timely manner
  • Manage and maintain all company software, including Microsoft Office, AutoCAD, Solidworks, Ansys, Bentley, Sage and any other software the business requires
  • Secure all IT systems to ensure adherence with company standards, and industry best practices
  • Assist in the installation, upgrading and maintenance of all firewalls, routers, switches, wireless APs, storage solutions, VMware, Windows servers, Exchange, SQL, and remote access solutions
  • Assist in the management of disk and tape backup / restore solutions, and the development and maintenance of disaster recovery processes to ensure business continuity
  • Provide advice and recommendations to ensure best practices are followed and that systems are fit for purpose
  • Analyse and solve complex hardware and software issues
  • Monitor all internal and external systems; reacting, resolving and/or escalating where appropriate
  • Responsible for maintaining IT knowledge base and technical documentation for all end-points, and end-user applications
  • Maintain helpdesk and company databases, including IT equipment / fixed asset databases
  • Liaise with third party providers of outsourced services, hardware, software and consumables
  • Ensure all company software is licensed and full records maintained
  • Provide technical assistance and training within IT services as necessary
  • Provide out of hours support on a rota basis with other members of the IT team
  • Undertake occasion travel to other company sites (own transport would be advantageous)
  • A flexible approach to working hours, arriving early or working late depending on the work required. Occasional weekend and out-of-hours work may be required


  • Minimum 2:2 degree (or equivalent) in a computer science / IT related subject
  • Minimum 1 years of IT experience
  • Proven track record of process improvement
  • In depth knowledge and experience of:
    • Desktop and application support
    • TCP/IP, DNS, and DHCP
    • Windows server configuration and administration
    • Endpoint and infrastructure security and its implications
    • Email protection systems
    • Enterprise telephony and mobile device management
    • Backup solutions
    • IT helpdesk
  • Outstanding communication skills (knowing when to ask questions, and/or communication decisions)
  • Adept at providing end-user support
  • Accepts and effectively undertakes multiple differing tasks concurrently
  • Ability to communicate technical matters to non-technically minded people
  • Conscientious, with a strong work ethic and attention to detail
  • Self-motivated with high levels of perseverance and analytical skill (including a desire to research, test and challenge)
  • Positive can-do approach with the ability to work as part of a team
  • Willingness to undertake studies to further knowledge of systems and technologies
  • A flexible approach to working hours
  • The existing legal right to work in the UK


  • Professional certifications
  • 1+ years of IT experience
  • Experience of using helpdesk systems and supporting projects
  • Knowledge of:
    • Windows 7 and 10
    • Office 2013/2016
    • AutoCAD, Solidworks, Ansys, and Bentley
    • Sage accounting and payroll
    • Manage Engine ServiceDesk Plus
    • Active Directory
    • Exchange 2010
    • WSUS
    • Sophos antivirus
    • Windows server 2012
    • Remote Desktop Services (RDS)
    • Veeam and Symantec
    • Firewalls, routers, switches, and wireless APs


Company Benefits

  • Competitive salary based on skills and experience
  • 25 days paid holiday plus bank holidays (ability to purchase more holiday)
  • Discretionary bonus opportunity
  • Pension scheme (company contribution up to 5% of salary after completion of probation)
  • Private health insurance and life cover
  • Support for professional development and training
  • Fully funded smart phone of choice
  • Friendly, and welcoming environment
  • Subsidized gym membership
  • Social events (e.g. BBQs, themed nights, sports events)
  • Cycle to work scheme
  • Free fresh fruit
  • Free parking

To apply please send your cv and covering letter to

Closing date: 27th August 2019