1st Line IT Support (Maternity Cover)

EQ Investors I B Corp; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

23 days annual leave

Pension scheme enrollment after 3 mois

Job summary

EQ Investors is seeking an IT Support Analyst to join the Support function in London. The role is maternity cover for 12 months, delivering remote and on-site support to users and clients, prioritising incidents and liaising with the team to resolve issues quickly.

You will work from the London office at least three days a week within a hybrid model and be the first point of contact for inquiries via phone, email, or in person.

Qualifications

• Proven experience in a similar IT support role.
• Independent work ability and the ability to adapt to changing workloads.
• Excellent problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Proficient with Microsoft 365.
• Desire to stay updated with technology advancements.

Responsibilities

• Answer calls, emails, or in-person requests as the first point of contact.
• Identify tickets that require team expertise.
• Provide software and hardware support across Desktops, Laptops, Windows apps, MFDs, and Telephony.
• Diagnose and resolve issues to ensure client satisfaction.
• Follow standards and processes to maintain high service quality.
• Document practices and standards for knowledge sharing.
• Support and deploy desktop/laptop OS builds and core applications; maintain security patches.
• Provide support for meeting room AV and room booking systems.

Skills

IT support

Customer service

Communication

Time management

Problem solving

Education

Bachelor's degree in CS

ITIL/CompTIA A+ (certifications)

Tools

Microsoft 365

Power Platform

FileMaker

Job description

EQ Investors is an award-winning team of chartered financial planners and investment managersdedicated to providing exceptional financial service solutions to our clients.

We are also a Certified B Corporation (having been one of the founding B Corporations in the UK). This is an internationally recognised standard for companies that believe in business as a force for good. Making a positive contribution to the wider community is a core part of our business philosophy.

Role

The maternity cover will be in the role for a period of 12 months. In this dynamic position within our Support function, you are the first face of assistance for our users, creating that essential first impression. You'll providetop-tier remote and on-sitesupport to EQ users and clients, prioritising and liaising with your team to swiftly address reported issues. EQ offers flexible hybridworking to all its staff. Therefore, you’ll be expected to perform your role from our London office for a minimum of 3 days per week.

Key Responsibilities

• Answering incoming calls, email, or in-person requests as the initial point of contact for our colleagues and clients
• Skillfully identifying which tickets require the expertise of your colleagues on the support team
• Delivering exceptional software and hardware supportthrough various channels(e.g. Desktops, Laptops, Windows Applications, MFD's and Telephony)
• Diagnosing and swiftly resolving reported issues,ensuring client satisfaction
• Following our established standards and processes, ensuring the highest level of service
• Documenting practices and standards to maintain our exceptional service quality
• Support and deploy desktop and laptop operating systembuilds and core applications including maintaining security patch levels
• Delivering support for meeting room AV and room booking systems

Qualities you'll need to be succesful in the role

• Be Proactive: Take initiative, own customerissues, and grow within our organization
• A Team Player: Embrace our supportive work environment and respect established processes
• Client-focused: Empathise with our usersand clients and prioritise their needs and experiences
• Have Integrity: Uphold honesty, transparency, and courage in all interactions

Skills, Knowledge & Experience

Required

• Proven experience in a similar role providing IT support and troubleshooting
• Independent work ability and a willingness to adapt to changing workloads
• Effective time management and ability to prioritise under pressure
• Excellent problem-solving and analytical skills without resorting to using AI
• Exceptional communication and customer service skills
• Excellent computerskills, including Microsoft 365 proficiency
• Passion for technology and staying up to date with advancements

Beneficial

• ITIL foundation level certification or CompTIA A+ certification
• Knowledge or Experience of working with the Microsoft Power Platform (Dynamics/Power Automate)
• Knowledge or experience working with FileMaker
• Bachelor's degree in a computer science-based subject

As you acquire valuable skills and experience, your journey may lead to a 2nd Line Analyst position or potential technical/project-based roles within the IT team. Embrace the possibilities!

Salary + benefits

Salary: Up to £30,000

The role is a temporary position, based at least three days a week working from our offices near Monument in London.

Benefits include:

• 23 days annual leave
• Auto enrolled into the company pension scheme after 3 months employment – matched employer contributions up to 6% of salary