IT Support Analyst

• Provide 2nd line technical support for hardware, software, networking, and Microsoft technologies.
• Act as an escalation point for the 1st Line Support team, taking ownership of more complex support requests through to resolution.
• Troubleshoot and resolve desktop, server, and network-related issues both remotely and on-site when required.
• Support and administer Active Directory, user accounts, group policies, and Windows environments.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, Intune, and Entra ID.
• Configure, deploy, and support desktops, laptops, mobile devices, printers, and other end-user hardware.
• Build and configure new devices using standard deployment processes.
• Monitor client systems and proactively investigate alerts to minimise disruption.
• Maintain accurate documentation of support activities, technical procedures, and client environments.
• Ensure all support tickets are managed effectively, keeping customers informed and meeting agreed SLAs.
• Work collaboratively with colleagues across the Service Desk to deliver excellent customer service.
• Liaise with third-party vendors where necessary to resolve technical issues.
• Contribute to the continual improvement of support processes and knowledge sharing within the team.

Technologies:

• Active Directory
• Hardware
• Support
• Microsoft 365
• Mobile
• Network
• SharePoint
• TCP/IP
• Windows
• Office 365

• Proven experience in a 2nd Line IT Support role.
• Previous experience working within a Managed Service Provider (MSP) environment is highly desirable.
• Strong knowledge of Microsoft Windows desktop and Windows Server operating systems.
• Experience supporting Active Directory, Group Policy, DNS, DHCP, and Microsoft hosted environments.
• Good understanding of networking fundamentals including TCP/IP, VPNs, switching, wireless networking, and firewalls.
• Hands-on experience supporting Microsoft 365 technologies including Exchange Online, Teams, SharePoint, Intune, and Entra ID.
• Experience troubleshooting hardware, software, and peripheral devices.
• Excellent analytical and problem-solving skills with strong attention to detail.
• Professional and customer-focused with excellent communication skills.
• Ability to prioritise workloads, manage multiple support tickets, and work effectively under pressure.
• A proactive team player with a willingness to learn and develop technical knowledge.
• Experience with remote monitoring and management (RMM) and PSA tools is desirable.
• Knowledge of backup, disaster recovery, and cybersecurity best practices is desirable.
• Microsoft certifications such as MS-900, MD-102, or AZ-900 are advantageous.
• Ability to reliably commute to Barnet EN5 5BY or relocate before starting work.
• Driving licence required.
• Work authorisation in the United Kingdom required.
• Help desk support experience of 3 years is preferred.

We are Storm IT Ltd, a leading Managed Service Provider based in New Barnet, delivering innovative and reliable IT services to a long-standing and diverse client base. Due to continued growth, we are looking for an experienced 2nd Line IT Support Engineer to join our busy Service Desk team. This is an office-based, in-person role where you will work closely with our 1st Line and senior engineers, support a wide variety of technologies and clients, and develop your technical skills in a friendly, knowledgeable, and supportive team. We offer a full-time position with a salary of up to £35,000 per year, along with company events, a company pension, and on-site parking.