1st / 2nd Line IT Support Analyst

OneSchool Global; Warwick; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Staff laptop

Free breakfast and lunches

On-site parking

25 days annual leave

Workplace pension

Staff referral scheme

Job summary

OneSchool Global UK is seeking an IT Support Analyst (1st/2nd Line) to join our busy IT team, supporting 23 campuses across the UK and our Regional Support Office.

This role is based full-time at our Regional Support Office in Warwick, delivering remote and face-to-face support with occasional travel to campuses for onsite IT needs. You will diagnose and resolve issues, assist with onboarding, and contribute to knowledge base articles.

Qualifications

• Experience in a 1st or 2nd line IT support role or similar customer-facing environment.
• Strong troubleshooting skills with the ability to resolve issues efficiently.
• Confident communicating with non-technical users in a clear and professional manner.

Responsibilities

• Provide 1st and 2nd line support via phone, email, remote tools, and service desk tickets.
• Diagnose and resolve hardware, software, and basic network issues across end-user devices.
• Escalate more complex technical issues to senior engineers where appropriate.
• Manage incidents and service requests through the ITSM system, ensuring timely updates and resolution.
• Set up, configure, and maintain laptops, desktops, mobile devices, and peripherals.
• Support Microsoft 365 services, including user account administration (Azure AD), email, and device management (Intune).
• Assist with user onboarding and offboarding, including account creation, device setup, and access permissions.
• Provide support for classroom technology including AV equipment, printers, and basic connectivity issues.
• Carry out routine maintenance tasks, software updates, and device lifecycle activities.
• Maintain accurate documentation and contribute to knowledge base articles.
• Support IT projects and system rollouts as required.

Skills

1st/2nd line IT support

Troubleshooting

Customer communication

Tools

Microsoft 365

Azure AD

Intune

Windows OS

Job description

OneSchool Global UK has an exciting opportunity for an IT Support Analyst (1st/2nd Line) to join our busy and collaborative IT team, supporting 23 campuses across the UK and our Regional Support Office.
This is a varied, hands-on role where no two days are the same. As part of a supportive helpdesk team, you will provide first and second line technical support, ensuring colleagues and students receive timely, effective assistance across a wide range of systems, devices, and technologies.
The role is based full-time at our Regional Support Office in Warwick (five days per week), delivering both remote and face-to-face support, with occasional travel to campuses to assist with onsite IT needs.

Key Responsibilities

• Provide 1st and 2nd line support via phone, email, remote tools, and service desk tickets
• Diagnose and resolve hardware, software, and basic network issues across end-user devices
• Escalate more complex technical issues to senior engineers where appropriate
• Manage incidents and service requests through the ITSM system, ensuring timely updates and resolution
• Set up, configure, and maintain laptops, desktops, mobile devices, and peripherals
• Support Microsoft 365 services, including user account administration (Azure AD), email, and device management (Intune)
• Assist with user onboarding and offboarding, including account creation, device setup, and access permissions
• Provide support for classroom technology including AV equipment, printers, and basic connectivity issues
• Carry out routine maintenance tasks, software updates, and device lifecycle activities
• Maintain accurate documentation and contribute to knowledge base articles
• Support IT projects and system rollouts as required

About You

• Experience in a 1st or 2nd line IT support role or similar customer-facing environment
• Strong troubleshooting skills with the ability to resolve issues efficiently
• Confident communicating with non-technical users in a clear and professional manner
• Well organised, able to manage multiple tasks and priorities effectively
• Takes ownership of tickets through to resolution, ensuring a positive user experience
• Comfortable working both independently and as part of a team
• Good working knowledge of:
  • Windows operating systems
  • Microsoft 365 (including Azure AD, Intune, Exchange)
• A proactive attitude and willingness to learn new technologies
• Committed to professionalism, data security, and safeguarding standards

Why you’ll love working with us

At OneSchool Global, we’re committed to helping our educators grow, succeed, and reach their full potential. As part of our team, you’ll benefit from:

• A competitive salary, staff laptop, free breakfast and lunches and on-site free parking
• 25 days annual leave plus statutory bank holidays
• Workplace pension andStaff referral scheme for OSG UK colleagues.
• Collaborate with fellow OSG educators across the UK and around the world.
• High-quality, technology-empowered working environments.
• Strong career advancement opportunities.

About OSG

OneSchool Global is one of the world’s largest, truly global schools, with over 8000 students, 120+ campuses and 2000 staff operating across 20 countries. Our innovative approach to education emphasises self-directed learning, where students take initiative and responsibility for their learning journey. In the UK, we have 23campuses spanning across England, Wales, Scotland and Northern Ireland.

OneSchool Global UK is committed to safeguarding and promoting the welfare of children and young people, and expect all staff and volunteers to share this commitment.

All appointments follow safer recruitment practices, including pre-employment checks such as enhanced criminal record and barred list checks, in line with Keeping Children Safe in Education guidance and equivalent frameworks across the UK. Additional checks will include verification of identity, qualifications, employment history, right to work, references, and online screening.

OneSchool Global UK is an equal opportunities employer, welcoming all suitably qualified candidates, and fostering a culture where safeguarding is embedded at every level. All staff receive regular safeguarding training, and our policies reflect current UK legislation and statutory guidance.