SECOND LINE SUPPORT ANALYST

Who are we?
Generator is on a journey. Appropriate, given that we're a hostel accommodation brand. The journey began in London, swung through a heap of European capitals on its way to dominating the world. No biggie. Fast Company named us one of the top 50 most innovative global companies. We, of course, agree. And now this top 50 most innovative global company (did we mention that?) wants a pretty awesome Second Line Support Analyst.

Our spaces are safe and seriously social, in the proudest part of the beating heart of the cities we love. Cultural action, creative pulse and an outstanding way to waste some of the finite time the universe has given you - that's what Generator offers. Holds true for staff and visitors equally, and while chic design is always the backdrop, every Generator in every destination reflects the unique beat of that city's heart.

BEING YOURSELF is the key to bringing the Generator story and brand to life.

What’s the job?
GENERAL OVERVIEW
  • Troubleshoot desktop / Laptop hardware and software issues
  • Ensuring that a high level of customer service and support is provided
  • Providing assistance and support globally to colleagues in IT related matters
  • Escalating problems where necessary to management or third party suppliers
  • Undertaking IT projects either individually or in collaboration as instructed by the IT Director
  • Providing assistance and/or performing miscellaneous job-related duties as assigned by the IT Director
  • Performing basic administrative support duties and documentation as required, to meet specific operational objectives
  • Provide assistance, support and point of escalation to the 1st line support analyst
  • Support the Infrastructure analyst where required
 
NUTS AND BOLTS OF THE JOB
  • Diagnosing and resolving technical issues on your own and as part of a team
  • Assist with troubleshooting and resolving infrastructure issues
  • Handling escalated calls from first line support
  • Provide support to users via telephone, email and remote control
  • Confident, clear and professional telephone manner
  • Log calls via the helpdesk call logging software
  • Excellent written and verbal communication skills
  • Keeping documentation up-to-date
  • Liaising with 3rd parties and suppliers
  • Administration support via Active Directory
  • Following processes and procedures
  • Carry out daily check on infrastructure systems
  • Flexible rota — out of hours cover on evenings and weekends
 
Naturally this is not intended as an exhaustive list of duties. Other duties as may be reasonably required will form part of this job description.

WHAT’S IN YOUR DNA
  • A strong desire and focus on continued improvements and personal development
  • Passionate about IT and a desire to achieve team goals
  • To continually strive to improve Generator’s overall effectiveness
  • Strong communicator
  • Excellent problem solving skills
  • Proven ability to work under pressure and with other people
  • Strong time management and self-motivation skills
  • A lateral thinker
  • Keeping up to date with current industry trends, emerging technologies and best practices
  • You must be eligible to work in the EU to be considered for this role
 YOUR ROCK STAR EXPERIENCE
  • Strong knowledge of Microsoft Windows 7/10
  • Strong knowledge of Mac/macOS/iOS
  • Strong knowledge of Microsoft Office 2016
  • Good knowledge of Microsoft Windows server 2008/2012/2016
  • Good knowledge of O365 administrative tasks
  • Good knowledge of Citrix and Terminal services management and basic administration
  • Good knowledge of networking technologies and switch configuration
  • Knowledge and understanding of TCP/IP, DNS, DHCP, Active Directory
  • Experience of working with VMWare Workstation for troubleshooting/diagnosing
  • Beneficial but not essential, knowledge of VOIP
 
Our Key Benefits Include:
  • Birthday holiday in addition to your yearly holiday allocation
  • Employee Bounty Program providing opportunities to earn up to €1,000 for new hire referrals with no cap on number of referrals made 
  • Company contribution towards gym membership fees for all eligible employees 
  • Quarterly award to double gross basic salary for 1 month to employee with most valuable suggestion/feedback 
  • 2 free nights’ accommodation across any hostels (subject to availability)
  • Reduced room rates for staff as well as friends and family members
  • Social events and celebrations calendar
  • Various employee recognition schemes
SO YOU THINK THIS MIGHT BE YOU?
That's cool. Send us your application in English, preferably via email. If you’ve got questions call us, or check www.generatorhostels.com or www.facebook.com/GENERATORhostels/ where you may well find the answers to life, the universe and everything, including why there are no penguins at the North Pole. We look forward to hearing from you.

Join Us and help us achieve our Vision!