IT Support Analyst, Brompton

• This role is ideal for someone passionate about technology, proactive in problem-solving and eager to learn in a supportive yet challenging environment
• Experience in IT support or similar role
• Proven experience in managing and troubleshooting Active Directory (AD), Group Policy, DHCP, DNS, Windows Server administration
• Solid experience with Microsoft 365 administration: Exchange Online, SharePoint, Teams, licensing, and compliance
• Entra ID administration, Enterprise Applications, SSO & Security
• Excellent PC hardware and software knowledge, hands-on experience in Windows 10/11 installation, imaging, hardware troubleshooting and repairs, warranty management, new starters laptops, desks and peripherals setups, network cabling and patching
• Hands-on experience supporting mobile devices (iOS and Android), including MDM
• Networking fundamentals: patching, cabling, Wi-Fi troubleshooting
• Experience managing printers and print services
• Experience logging and managing support tickets using Jira Service Management (JSM)
• Good numeracy and procurement skills, including raising and managing purchase orders
• Familiarity with ITIL principles, particularly change management
• Maintain excellent written and verbal communication skills to effectively collaborate across teams
• You can multitask across systems and applications, analyse, and resolve a variety of complex technical issues, and comfortably navigate a technical environment
• Update and maintain technical documentation clearly and accurately
• Engage in continuous learning through provided training and online learning platforms
• Develop further technical skills in VMware, Windows Server, IT Security, networking, firewalls, automation, and project management
• A-Level or higher, or relevant IT qualifications such as CompTIA A+, Network+, or equivalent experience

Desirable

• We’re seeking an enthusiastic and driven IT Support Analyst to join our IT Service Desk & Infrastructure Support team, providing first-class 1st/2nd line support across multiple sites in the UK and abroad
• You'll be a crucial part of our dynamic IT Operations team, delivering excellent technical customer service and ensuring our colleagues have reliable, efficient IT systems
• You will be flexible, driven, with a “can do” attitude and the initiative to work on your own and as part of a team. You will handle a broad range of technologies and devices—from Windows PCs, laptops, tablets and mobile devices to network equipment, servers, and manufacturing systems
• You will be the first point of contact for all IT support enquiries, attempting to resolve and only escalating when required. You will document issues and resolutions in Jira Service Management system. You will be involved in implementing infrastructure and business projects and change
• Act as the primary point of contact for IT-related enquiries, providing 1st and 2nd line support to resolve issues effectively and efficiently, providing great customer experience
• Handle incidents and service requests in Jira Service Management system, aiming for first-time resolutions whenever possible, update tickets with relevant information and manage queues and prioritization, report and escalate to internal teams as required
• Provide effective troubleshooting and support for PCs, laptops, operating systems, drivers, office & business applications, and peripheral devices via phone, remote tools or desktop support, liaising with multiple suppliers where required
• Handle new user setup, hardware provisioning, and leaver processes following documented standards
• Support corporate mobile device configuration and management (iOS and Android)
• Participate in deploying IT infrastructure at new sites or stores, ensuring smooth setup and integration
• Assist with management and routine tasks related to antivirus updates, scans, patch management, and software deployments
• Collaborate closely with infrastructure and security teams, contributing actively to resolving issues and escalating appropriately
• Manage procurement tasks, including raising and processing purchase orders and vendor management
• Update and maintain technical documentation clearly and accurately
• Ensure all tasks adhere to agreed SLAs and priorities. Effectively prioritize and manage your time (JSM requests and IT Projects), meeting deadlines, understanding cases / business priorities
• Occasionally travel to remote sites/stores as needed