Global IT Support Analyst — 2nd/3rd Line

Charles Taylor InsureTech; Greater London; On-site; GBP 42,000 - 66,000; Full time

Job summary

Charles Taylor InsureTech is seeking a Global Technical Analyst to deliver timely 2nd and 3rd line IT support across its client base. The role covers Windows 11, Office 365, Intune, ENTRA, Autopilot, and related ITIL-aligned processes.

The candidate will manage incidents, deploy equipment, and provide technical solutions in a high-volume environment while maintaining strong stakeholder communication and collaboration across global offices.

Qualifications

• Advanced AD administration for users and groups.
• Deploy and troubleshoot hardware including laptops, desktops, printers, and peripherals.
• Windows 11 installation, support and troubleshooting.
• Imaging software with Intune Autopilot for corporate standard images.
• iPhone configuration and MDM management via Intune.
• Azure and Exchange administration including mailbox/configuration.
• ITIL foundation knowledge preferred; ServiceNow experience desirable.
• Strong communication and ability to work independently and within a team.

Responsibilities

• Respond to IT support requests (incidents and service requests) within SLA timelines.
• Resolve 2nd/3rd line issues across offices and remote users.
• Log and track requests with regular customer updates.
• Provision and deploy new equipment and applications per processes.
• Provide technical solutions to IT and business requests; engage with stakeholders.
• Supply equipment and support for meetings as required.
• Follow ITIL processes; suggest process improvements.
• Maintain hardware CMDB accuracy and perform proactive system maintenance.
• Provide progress updates to customers and Service Delivery Managers.
• Build positive relationships with users to improve service quality.
• Contribute ideas to team discussions and project activity.
• Complete tasks within designated timescales and ad hoc duties.

Skills

Active Directory

Hardware troubleshooting

Windows 11

Intune Autopilot imaging

iPhone management (Intune)

Azure & Exchange admin

ITIL

ServiceNow

Independent working

Time management

Communication

Microsoft Office Suite

Job description

Charles Taylor InsureTech is seeking a Global Technical Analyst to deliver timely 2nd and 3rd line IT support across its client base. The role covers Windows 11, Office 365, Intune, ENTRA, Autopilot, and related ITIL-aligned processes.

The candidate will manage incidents, deploy equipment, and provide technical solutions in a high-volume environment while maintaining strong stakeholder communication and collaboration across global offices.