The 1st / 2nd Line Support Analyst will be part of a new team and will provide phone support as well as hands-on, desk-side systems support for all end user issues across multiple locations.
This role will provide end-to-end support for end user issues, from hands-on work to the co-ordination of other IT support teams, including setting up starters and leavers, infrastructure, and application groups. The Technical Support Analyst is also responsible for the installation, configuration, and troubleshooting of all end user hardware, software, and related peripherals, including desktops, laptops, printers, MFDs, and all mobile devices.
Responsibilities
- Responsible for providing technical assistance and end user support
- Must deliver exemplary customer service to all users from top to bottom
- ITIL experience would be useful
- 85% Windows, 15% Mac (with VIP treatment for Mac users)
- OKTA experience would be beneficial
- Experience with AD / Azure AD / Entra
- Support for a 50:50 split between 1st Line and 2nd Line support tasks
You Should Be
- Passionate about customers and service, with a strong will to make a difference
- Able to work in a dynamic environment, prioritising and multi-tasking effectively
- Demonstrate expertise in providing end user PC support and resolving complex hardware/software issues
- Strong problem-solving, communication, customer handling, and interpersonal skills
Skills
- Hands-on experience managing customer issues through a ticketing solution (e.g., Freshservice or similar ITSM tool)
- Desktop Support (Windows 10/11 & MacOS)
- Laptop deployment
- OKTA experience
- O365/Exchange administration tasks
- Active Directory/Azure Active Directory administration
- Microsoft InTune
- AV meeting room setup and support
- Microsoft Office applications, including Teams and Zoom
- Basic networking & DNS knowledge
- Hardware support (Laptops & Printers)
- Supporting Client VPN Access
- Ability to troubleshoot printing issues
Benefits
- 25 days of holiday to start, plus an extra day per year up to 30 days
- 1 floating holiday
- 6 extra summer days off
- 8 wellness days (non-sick days) for personal use
- Company shutdown over Christmas for a week
Bonus
Potential for a 7.5% performance-based bonus, considering company and individual performance.
We are looking for candidates with Mac and Windows experience (commercial, recent roles preferred). The role involves 3 days onsite in Hammersmith and 2 days remote once reliability and quality are demonstrated.
Diversity, equity, and inclusion are core values. Boston Hale is an equal opportunities employer, and all qualified applicants will receive consideration without regard to race, religion, sex, sexual orientation, age, disability, or other protected statuses.