IT Support Analyst (1st Line)

We are looking for a motivated 1st Line IT Support Analyst to join our Livingston-based team. This role is essential to ensuring the stability, security, and performance of our customers’ IT environments through both proactive monitoring and reactive support.

You will provide remote first-line IT support, maintain strong customer relationships, and occasionally visit customer sites using a company-provided pool vehicle., * Provide professional remote 1st line IT support to customers.

• Log, manage, and resolve support requests via our ticketing system, keeping clients informed throughout.
• Troubleshoot hardware and software issues across servers, desktops, laptops, printers, mobile devices, and network equipment.
• Build, configure, and deploy new laptops and desktops in line with defined customer standards and requirements.
• Securely wipe, rebuild, and reconfigure laptops and desktops to meet customer specifications and security best practices.
• Utilise remote monitoring and management tools to maintain uptime and proactively respond to alerts.
• Deliver security-focused support, including threat detection, mitigation, and resolution.
• Work closely with third-party vendors and support partners where required.
• Maintain accurate audit trails and documentation for all customer interactions.
• Support a diverse portfolio of clients across the UK.

Technologies You’ll Work With

• Microsoft 365 and Microsoft Office
• Windows OS, Windows Server, and Active Directory
• MDM / Microsoft Intune
• Datto RMM
• Cloud-managed antimalware and SOC services
• Ubiquiti cloud-managed networking and security solutions
• Cloud-hosted and on-premises VoIP systems
• Switches, routers, and firewalls

• Minimum 1 year of IT support experience (required)
• Minimum 1 year of customer service experience (required)
• Strong communication skills with the ability to engage professionally at all levels
• Security-aware mindset
• A clean, full UK driving licence (required)
• GCSEs or equivalent (preferred), * GCSE or equivalent (preferred)

Experience:

• IT Support: 1 year (required)
• Customer service: 1 year (required)

Licence/Certification:

• Full UK Driving Licence (required)

Pulled from the full job description Profit sharing Company events On-site parking, * Competitive salary

• Profit sharing scheme (after 6 months)
• On-site parking
• Company events
• Ongoing training and certification opportunities

Equality Statement

Brightridge is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Permanent

Pay: £26,225.00-£34,000.00 per year

Benefits:

• Company events
• On-site parking
• Profit sharing

Brightridge is a progressive IT and Cyber Security services provider, delivering fully managed IT, voice, and security solutions to organisations across the UK. Continuous improvement is central to our culture, and we actively invest in the ongoing training and certification of our team members.