IT Support Analyst

We are seeking a dedicated IT Support professional to provide technical assistance and support to our organisation. The successful candidate will be responsible for resolving hardware and software issues, maintaining network infrastructure, and ensuring the smooth operation of IT systems across various platforms. This role offers an excellent opportunity to utilise your technical expertise in a dynamic environment, supporting end-users and contributing to the optimisation of our IT services., * Provide first-line technical support to staff via help desk tickets, phone, or in person, ensuring prompt resolution of issues related to hardware, software, and network connectivity

• Troubleshoot and resolve problems with computer hardware, operating systems (Windows, macOS, Linux), and software applications including Microsoft Office and specialised programmes
• Manage and support computer networking components such as LAN, VPN, DNS, TCP/IP protocols, firewalls, and switches to ensure reliable connectivity
• Administer user accounts and permissions using Active Directory and manage system updates through SCCM or equivalent tools
• Maintain and support server environments including Microsoft Windows Server and Linux-based systems
• Assist with the configuration and maintenance of network security measures including firewalls and VPNs
• Utilise management tools such as BMC Remedy, ServiceNow, Jira, and SCCM for incident tracking, asset management, and reporting
• Conduct software troubleshooting to identify issues swiftly and implement effective solutions
• Support the deployment of new hardware or software upgrades while ensuring minimal disruption to users
• Document technical procedures, solutions, and configurations clearly for future reference

Do you have experience in macOS?, * Proven experience in IT support or a similar role with a strong understanding of computer hardware and operating systems (Windows, macOS, Linux)

• Knowledge of computer networking concepts including LAN, WAN, TCP/IP protocols, DNS management, VPNs, firewalls, and TCP connections
• Familiarity with Active Directory administration and Microsoft Windows Server environments
• Experience with help desk ticketing systems such as ServiceNow or BMC Remedy as well as project management tools like Jira
• Strong troubleshooting skills with the ability to analyse issues efficiently and communicate solutions clearly to non-technical users
• Excellent customer service skills combined with effective communication skills in English
• Ability to work independently as well as part of a team in a fast-paced environment
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or similar are desirable but not essential

This role is ideal for individuals passionate about technology who thrive on solving complex problems while delivering exceptional support services.