IT Support Analyst

Our client, a leading company in the managed IT services sector, is seeking an experienced IT Support Analyst to join a highly recognised business . This is a key customer-facing role, providing high-quality technical support and on-site assistance to a varied client base.

While strong technical capability is essential, equal importance is placed on attitude, professionalism, and a customer-first mindset. The successful candidate will enjoy helping others, take pride in doing things properly, and bring a positive, reliable approach to their work.

Key Responsibilities

• Provide technical support via phone, email, remote tools, and scheduled on-site visits
• Diagnose and resolve issues relating to devices, applications, and networking
• Take full ownership of support tickets, ensuring clients feel informed and supported throughout
• Install, configure, and maintain desktops, laptops, mobile devices, and client software
• Administer and support Microsoft 365 environments, including user management, Exchange Online, Teams, SharePoint, and security features
• Troubleshoot connectivity issues including Wi-Fi, routers, switches, DNS, DHCP, and VPNs
• Support backup solutions, antivirus/EDR, and security tooling
• Maintain clear, accurate documentation within internal systems
• Work collaboratively with colleagues to ensure smooth handovers and consistent service delivery
• Build rapport and trust with clients, acting as a dependable and professional point of contact

Essential

• IT support or service desk experience, ideally within an MSP or similar fast-paced environment
• Strong experience supporting:
• Windows 10/11 devices
• Microsoft 365 (Entra ID/Azure AD, Exchange Online, Teams, SharePoint)
• Networking fundamentals (DNS, DHCP, Wi-Fi, routers, switches, VPNs)
• Desktop, laptop, mobile device, and peripheral configuration
• Security tools including antivirus/EDR, MFA, conditional access, and security best practice
• Experience using helpdesk or ticketing systems
• Exposure to cloud-based or SaaS environments

Desirable 

• IT certifications (e.g. CompTIA A+, Network+, Microsoft MCP/MCSA)
• Previous experience within a Managed Service Provider (MSP)
• Experience supporting Apple Mac, iPhone, or Android devices
• Knowledge of virtualisation technologies such as VMware or Hyper-V

 

You will be someone who:

• Is friendly, confident, and comfortable communicating with users at all levels
• Remains calm under pressure and approaches problems methodically
• Is organised, proactive, and able to manage multiple priorities
• Takes pride in delivering quality work and excellent customer service
• Enjoys learning new technologies and continuously developing their skills
• Communicates clearly and professionally, both verbally and in writing
• Values teamwork and contributing to a supportive working environment

• A friendly, collaborative team environment where attitude and quality matter
• Opportunities for training, development, and industry certifications
• Flexible working where appropriate
• A varied role supporting a diverse client base and technologies
• A people-first culture focused on doing the right thing
• 30 days’ holiday
• On-site gym access