IT Support Analyst

Working as part of our Support Team, you will provide high-quality remote and occasional on-site technical support to our clients, resolving a wide range of IT issues while delivering an excellent customer experience.

You will work closely with our 1st Line and senior engineers to ensure support requests are resolved efficiently and within agreed service levels., * 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.

• 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.

Desirable Skills

• Experience with remote monitoring and management (RMM) and PSA tools.
• Knowledge of backup, disaster recovery, and cybersecurity best practices.
• Microsoft certifications (MS-900, MD-102, AZ-900 or similar) are advantageous., If you're an enthusiastic and customer-focused 2nd Line IT Support Engineer looking to join a growing and respected MSP, we'd love to hear from you., * Help desk Support: 3 years (preferred)

Pulled from the full job description

• Company pension
• Company events
• On-site parking

Storm IT Ltd is a leading Managed Service Provider (MSP) based in New Barnet, delivering innovative and reliable IT services to a long-standing and diverse client base., At Storm IT, you'll become part of a friendly, knowledgeable, and supportive Service Desk team where collaboration and professional development are encouraged. You'll work with a wide variety of technologies and clients, giving you the opportunity to continually develop your technical skills while making a real difference to our customers.