Service Support Analyst

Ebury; León; Hybrid; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Discretionary annual bonus

Mentorship

Job summary

Ebury Leon Office is seeking a Service Support Analyst to provide advanced technical support across Windows, macOS, Linux, and ChromeOS environments. The role covers enterprise infrastructure, endpoint management, cloud services, and networking in a fast-paced global setting.

Join a team focused on delivering excellent end-user experience, with hybrid work (4 days in-office, 1 day from home) and opportunities to work on IT projects and global deployments.

Qualifications

• Familiarity with Windows OS, macOS, ChromeOS.
• Understanding of networking fundamentals, cloud technologies, SaaS, and endpoint management.
• Experience supporting Google Workspace and Microsoft 365.
• Strong troubleshooting and analytical problem-solving abilities.
• Excellent verbal and written communication in English.
• Proven ability to deliver high-quality customer service in a fast-paced enterprise environment.
• Ability to prioritize workload and manage multiple tasks under pressure.
• Knowledge of Mobile Device Management and related equipment.

Responsibilities

• Provide 1st and 2nd line technical support for Windows, macOS, Linux, and ChromeOS environments.
• Diagnose, troubleshoot, and resolve incidents within SLAs.
• Deliver remote and onsite support to 2000+ users across 51+ global offices.
• Manage incidents, service requests, and escalations through the ITSM platform.
• Support Google Workspace and Microsoft Office applications.
• Troubleshoot authentication, connectivity, and cloud-service related issues.
• Configure, deploy, maintain laptops/desktops/mobile devices, peripherals, and telephony systems.

Skills

Troubleshooting

Communication

Customer service

Time management

Prioritization

Education

ITIL Foundation certification

Tools

Google Workspace

Microsoft Office 365

ITSM platform

Job description

Service Support Analyst

Ebury helps ambitious businesses unlock global growth, and we take the same approach with our people. We encourage innovation and movement, collaboration and problem-solving, and foster an environment where everyone can feel they belong, are valued, supported and empowered to succeed.

Ebury Leon Office - Hybrid: 4 days in the office, 1 day working from home per week

The Service Desk function is responsible for delivering enterprise-grade IT support. The team provides high-quality technical support to business users across multiple international locations, ensuring minimal disruption to operations and an exceptional end-user experience. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.

The Service Support Analyst will deliver advanced technical support across all areas of the business, acting as a key point of contact for IT service delivery and end-user experience. The role is responsible for supporting enterprise infrastructure, endpoint management, cloud services, telephony systems, and core networking technologies within a fast-paced global environment. This position requires strong troubleshooting expertise, excellent communication skills, and a customer-first mindset to ensure timely resolution of technical issues while maintaining high service standards. The successful candidate will gain exposure to a diverse technology stack, cloud-based infrastructure, cybersecurity practices, and global IT operations. The role involves participation in IT projects, office deployments and international travel is required, sometimes at short notice, to support new office openings, relocations, and onsite technical operations.

What you'll do

Technical Support & Incident Management

• Provide 1st and 2nd line technical support for Windows, macOS, Linux, and ChromeOS environments.
• Diagnose, troubleshoot, and resolve hardware, software, networking, and system-related incidents within agreed SLAs.
• Deliver remote and onsite support to 2000+ users across 51+ global offices.
• Manage and resolve incidents, service requests, and escalations through the IT Service Management (ITSM) platform.
• Support enterprise collaboration and productivity platforms including Google Workspace and Microsoft Office applications.
• Troubleshoot authentication, access control, connectivity, and cloud-service-related issues.

Infrastructure & Endpoint Administration

• Configure, deploy, maintain, and support laptops, desktops, mobile devices, peripherals, and telephony systems and endpoint lifecycle management.
• Support hardware/software asset management and procurement processes.
• Proficient in Audio Visual equipment

User Experience & Customer Service

• Deliver exceptional customer service with a proactive, professional, and user-focused approach with highly organized with strong attention to detail.
• Provide clear technical guidance to end users of varying technical abilities.
• Ensure effective communication throughout incident resolution and service delivery processes.
• Maintain high levels of user satisfaction through responsive support and continuous service improvement.
• Self-motivated, adaptable, and capable of working independently or within a global team.

Operations

• Support onboarding/offboarding processes in alignment with HR and IT security policies.
• Assist with office setups, relocations, user moves, and global IT deployments.
• Create and maintain technical documentation, knowledge base articles, and operational procedures.
• Collaborate with internal IT teams and third-party vendors to support business-critical systems.

What you'll need

• Technical knowledge of: Windows OS, macOS, ChromeOS
• Understanding of: networking fundamentals (TCP/IP, DNS, DHCP, VPN), cloud technologies and SaaS platforms, endpoint support and device management.
• Experience supporting: Google Workspace Microsoft Office / Microsoft 365 applications.
• Strong troubleshooting and analytical problem-solving abilities.
• Excellent verbal and written communication skills in English.
• Proven ability to deliver high-quality customer service in a fast-paced enterprise environment.
• Ability to prioritize workload, manage multiple tasks, and work effectively under pressure.
• Mobile Device Management (MDM) Logitech/Gmeets equipment.
• Desirable Skills: ITIL Foundation certification or experience working within ITIL-aligned environments.

Why Ebury?

• Competitive Starting Salary with an annual discretionary bonus that truly rewards your performance from day one.
• Dedicated Mentorship: Learn directly from experienced managers who are invested in your succe