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IT Support Analyst
1 month ago
Title: IT Support Analyst
Position Type: Direct Placement
Location: Onsite, 5 days a week at Baker St, London W1U 8ED, United Kingdom.
Job Description:
We are looking for a talented IT Support Analyst Engineer with expertise in Office 365 E5, Windows desktop support, macOS, and networking. This role requires a skilled professional who can provide advanced technical support, troubleshoot complex issues, and ensure the seamless operation of our IT environment. The role will be ideal for a skilled 1st line IT person looking to move to 2nd line support. If you have a passion for technology and a strong background in IT support, we invite you to join our team.
Responsibilities:
Office 365 Expertise:
- Demonstrate in-depth knowledge of Office 365 E5 services, including Exchange Online, SharePoint, Teams, OneDrive, Defender, and Intune.
- Facilitate configuration, troubleshoot, and optimize Office 365 E5 to meet business requirements.
Desktop Support:
- Provide high-quality support for Windows and macOS desktop environments.
- Install, configure, and maintain desktop hardware and software.
- Provide proximity support to the Baker St office as well as remote support for global offices alongside global IT support teams.
Networking:
- Troubleshoot network issues, including connectivity, wifi, or cabled network issues by having a good understanding of networking.
- Collaborate with network administrators to optimize network performance and security.
Technical Support:
- Address 1st line and have the ability to resolve some 2nd line issues, collaborating with support teams and other IT teams for efficient problem resolution.
- Provide end-user training and support on IT-related topics.
Problem Resolution:
- Investigate and resolve complex technical problems related to Office 365, desktop, and networking issues.
- Utilize diagnostic tools and log analysis to identify and address underlying problems.
Documentation:
- Create and maintain comprehensive documentation for troubleshooting procedures, configurations, and resolutions.
- Develop and update user guides and documentation for IT processes.
Collaboration:
- Participate in cross-functional projects related to IT infrastructure improvements.
- Ability to work as a remote member of the IT support team.
- Have excellent interpersonal skills with the ability to work with high-level executives.
Security:
Have a good understanding of security best practices within a global IT environment.
Qualifications:
Proven experience as a 1st/2nd Line IT Support Engineer, with expertise in Office 365 E5, Windows, macOS, and networking. Strong understanding of networking protocols and technologies.
Preferred Skills:
- Knowledge of ITIL processes.
- Excellent problem-solving and communication skills.
- Knowledge of Cisco switching and routing.
- Good understanding of a Windows server environment.
- Good understanding of cloud-first modern business environments.
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