1st/2nd Line IT Support Analyst – Classroom & Campus Tech

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 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.