Job Description
Description Arqit has built a world-leading team of pioneers in engineering, computer science and cryptography, and we have a new opportunity for a Support Analyst, based in London, to support our UK, US and broader international operations. We are a fast-evolving company and are looking for adaptability and the capacity to solve problems using pragmatic, data-driven methods. The ideal candidate will be someone with high levels of intellect and emotional intelligence, with a good eye for detail and a proactive approach. This is an exceptional opportunity for an Individual with strong experience working within a Service orientated Service Desk environment with a solid understanding of Windows and cloud platforms. The Individual will be responsible for working within the Service Desk current team, managing day to day support issues, but with the aptitude and responsibility to assist the team in more complex Incidents and Problems. You will be working predominantly from our high-spec new central London office, and there will be flexibility around working from home 1-2 days per week, after your initial induction period. Ability to work in the UK and to obtain UK security clearance are both essential Key Responsibilities 1st and 2nd line IT support (helpdesk, remote and deskside) Provide exceptional service support and customer service to the business, via remote and deskside support, email and phone Provide solutions / work arounds to incidents, requests, cases, changes and problems Create, manage and evolve polices, processes and procedures Create, manage and transfer knowledge Work to SLA thresholds for incidents, requests, cases, changes and problems Prioritising and managing workload effectively, managing several open incidents / problems and mini projects simultaneously Systems & performance monitoring Problem management Establishing and maintaining excellent working relationships with the business, customers and 3rd party’s Review of services, application delivery, patching and anti-virus Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to Arqit. Work with a variety of business and technical teams to enhance service Supporting users on both hardware and software applications Desktop \ laptop builds Skills, Knowledge and Expertise The ideal candidate will have a very high level of customer service experience and preferably be Microsoft certified and have spent a minimum of 2 years specialising in supporting Windows, Apple and Linux platforms; As well as all the expected qualities of an experienced Support \ Helpdesk Engineer. The below skills would be beneficial to the role. User administration within the following environments: Desktop Central, Office 365, Windows 10, Exchange, Intune, Cloud based security products Windows administration Exchange 365 mailbox administration Exceptional incident management skills with the ability to identify root cause and apply solutions to resolve Exceptional problem management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution Exceptional customer service skills Proven experience working within IT service delivery Excellent troubleshooting and problem solving skills Excellent ability to transfer knowledge within a team Endpoint encryption administration General network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi Desirable Experience of software application quality assurance ServiceNow administration experience ITIL V3 or above 1 years’ experience in a similar role Arqit supplies a unique quantum safe encryption Platform-as-a-Service which makes the communications links or data at rest of any networked device or cloud machine secure against current and future forms of attack – even from a quantum computer. Arqit’s product QuantumCloud, enables any device to download a lightweight software agent, which can create encryption keys in partnership with any number of other devices. The keys are computationally secure, optionally one-time use and zero trust. QuantumCloud can create limitless volumes of keys in limitless group sizes and can regulate the secure entrance and exit of a device in a group.