IT Support Analyst

IT Support AnalystDepartment: IT Support, Infrastructure & SecurityEmployment Type: Permanent - Full TimeLocation: Head Office, LondonDescription
Contract Type: Permanent Weekly Hours: 37.5 5 DAYS ON SITEWorking as part of the Service Delivery Team to provide a high level of support and service delivery to employees, undertaking analysis, diagnosis, and resolution of incidents and requests. Coverage includes Baker Street, Avonmouth, other remote offices, retail stores, and home workers.
What Will You Do?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 cable 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.
The Perfect Candidate:
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
What we offer you!*
Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
Generous Holiday Allowance, increasing with length of service
Company Pension Scheme
Bonus/Commission Scheme
Healthcare Cash Plan (with Dental)
Private Medical Insurance
Employee Assistance Programme for all Associates and their families
Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
Much, much more!
*Some benefit eligibility is based on length of service or contract type
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