1st Line IT Support Analyst

Due to continued growth our client, a leading national MSP, are looking to recruit a 1st Line IT Support Analyst to join their existing team in Hampshire. As the 1st Line IT Support Analyst, you will work within the team to provide remote 1st line IT support to clients via phone and email and diagnose and resolve technical issues.

Core role:

• Diagnose and resolve technical issues, escalating where necessary
• Support users across Microsoft technologies including Windows and Office 365
• Maintain and update IT documentation and knowledge bases
• Deliver customer-facing support via phone, email, and in person as required
• Participate in an on-call rota providing 24-hour support

• Previous experience in a 1st Line Support or Helpdesk role within a MSP environment
• Strong troubleshooting and problem-solving skills
• Familiarity with Windows 7/10/11
• Experience with Microsoft technologies including:
• Active Directory
• Group Policy and Server maintenance
• Office 365 (Exchange, OneDrive, SharePoint)
• Azure (basic understanding)
• Basic networking knowledge (IP addressing, DHCP, DNS)
• Knowledge of VM Ware/ Virtualisation
• Experience with antivirus solutions (e.g. Sophos)
• Clear and confident communication skills
• Customer Service experience

Desirable Skills

• Experience with Mac administration
• Previous experience in a customer-facing IT support environment