Technology Support Analyst

As a Technology Support Analyst you will provide 1st and 2nd support across a diverse technology landscape, helping colleagues resolve technical issues quickly and effectively. Working closely with the Technology team, you’ll support end-user devices, Microsoft technologies, business applications and core infrastructure while delivering an exceptional user experience., * Provide 1st and 2nd line technical support to colleagues across the business whilst supporting the Service Delivery Manager.

• Troubleshoot and resolve issues across end-user devices, Microsoft technologies, business applications and cloud services.
• Manage and support modern Microsoft desktop environments
• Administer end user Active Directory.
• Investigate and resolve networking issues, including DNS, DHCP and TCP/IP.
• Assist in the coordination and communication of major incidents.
• Ensure incidents and service requests are resolved in line with agreed service levels.
• Create and maintain knowledge articles and technical documentation to support continuous improvement.

We value our people’s wellbeing and understand the importance of flexibility. That’s why we offer hybrid working, with the opportunity to split your time between our London office and working remotely from anywhere in the UK. We ask that employees are office-based for a minimum of 3 days per week.

This role requires some evening working on a rotational basis and overseas travel to our US office in Boston may be required from time to time as dictated by the business.

You’ll be a proactive and customer-focused IT professional with experience delivering 1st and 2nd line support in a fast-paced environment. A strong problem solver and communicator, you’ll be confident managing competing priorities, building relationships with stakeholders at all levels and taking ownership of issues through to resolution. You’ll thrive as part of a collaborative team, be passionate about delivering an excellent user experience, and be committed to continuously developing your technical knowledge and skills.

Additional experience required:

• ITIL Foundation certification, or equivalent IT Service Management experience.
• Proven experience providing 1st and 2nd line support within an enterprise environment.
• Strong troubleshooting skills with the ability to effectively triage and escalate issues when required.
• Experience supporting Microsoft 365 applications, including Outlook, Word, Excel and SharePoint.
• Excellent verbal and written communication skills.
• Strong stakeholder management skills, with the ability to build relationships and influence at all levels.
• Customer-focused approach with a passion for delivering outstanding service.
• Highly organised, with strong planning, prioritisation and time management skills.
• Self-motivated, adaptable and able to take ownership of tasks and issues.
• Strong interpersonal skills, with the ability to quickly build rapport and trust with colleagues.
• Positive, enthusiastic team player with a commitment to continuous learning and self-development.
• Experience supporting users in a busy operational environment and responding confidently to incidents and service requests.

Desirable:

• PowerShell scripting experience.
• Windows Server administration experience.
• Understanding of networking concepts and protocols.

Alongside competitive salaries and benefits that support your well-being, you’ll find a role that inspires you, challenges you, and connects you to something bigger. If you’re passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins.

There’s more:

• Holiday - 25 days rising to 30 days with length of service
• A day off for your birthday
• A day off for volunteering to support a charity, local support group or community work of your choice
• Access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
• Enhanced family leave & pension scheme
• Life insurance
• Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
• Wellhub - a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
• Benefits Platform - a reward scheme that gives you discounts and cashback with hundreds of retailers

For over 30 years, we’ve been crafting tailor-made travel experiences that reflect each client’s unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it. When you join Audley Travel, you become part of a supportive, collaborative community that’s invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact. See more about life at Audley Travel!