IT Support Analyst

The IT Support Analyst (Level 1/2) provides first and second-line IT support to users in a fast-paced manufacturing environment. The role focuses on resolving common IT incidents and service requests relating to PCs, servers, user accounts, printers, shopfloor devices, and standard business applications. The post holder will deliver excellent customer service, ensure tickets are accurately logged and progressed, and escalate issues that require deeper technical investigation to Level 3 support.

This is an on-site, hands-on position supporting both office-based users and production/shopfloor operations where system uptime and rapid response are critical

Level 1/2 owns:

• First and second-line diagnostics and resolution using known fixes and guidance.
• Standard PC setups, troubleshooting, printer installs, queue clearing, routine user support.
• Imaging solutions for deployment
• Supporting level 1 junior support as needed
• Capturing information and escalating appropriately.

• Strong customer service approach with a professional & helpful communication.
• Ability to follow procedures, use runbooks, and work methodically through troubleshooting steps.
• Basic understanding of Windows desktop support (Windows 11): logins, settings, installs, peripherals.
• Confidence supporting printers and common print issues (installing, setting defaults, clearing print queues).
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive/SharePoint basics).
• Comfortable working on-site in both office and production environments.

Desirable Skills / Knowledge

• Intermediate/advanced knowledge of Active Directory/Azure/ user account administration (password resets, group membership awareness).
• Basic/intermediate understanding of networking concepts (IP address, Wi-Fi
• vs wired, DNS/DHCP, GPO), VLAN and other configuration.
• Any exposure to ticketing systems, remote support tools, or endpoint management solutions. Understanding of ITIL process., * Experience in an IT Support Desk role or similar
• Strong knowledge of Windows OS, 365 and active directory

Experience:

• 1st and 2nd line support: 1 year (required)