IT Support Analyst

1 month ago


London UK, UK, United Kingdom HireTalent - Diversity Staffing & Recruiting Firm Full time

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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