ICT Support Analyst (2nd Line)

VolkerWessels UK; Greater London; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Private medical care

Pension

Life Assurance

Flexible working opportunities

Training and development opportunities

Job summary

VolkerWessels UK is seeking an experienced 2nd Line ICT Support Analyst to join our growing IT team supporting the Southern Renewals Enterprise, a major rail infrastructure programme.

Based in Blackfriars with regular travel across project sites in Kent, South London and Sussex, you will support over 1,400 users across multiple locations, delivering 2nd Line and occasional 1st Line IT support, and maintaining Microsoft 365, Azure environments and user accounts.

Qualifications

• Experience in a 2nd Line IT Support role.
• Strong Microsoft 365 administration experience.
• Experience with Entra ID (Azure AD) and Active Directory.
• Knowledge of Microsoft Defender and security best practices.
• Strong networking, desktop support and troubleshooting skills.
• Excellent communication skills with the ability to support non-technical users.
• Experience creating technical documentation and user guides.
• Strong problem-solving, organisational and time management skills.
• Full UK Driving Licence

Responsibilities

• Provide end-to-end support across hardware, software, networking and user access.
• Deliver primarily 2nd Line support with some 1st Line responsibilities.
• Install, configure and troubleshoot laptops, desktops, mobile devices and business applications.
• Manage user accounts, permissions and access through Active Directory, Entra ID (Azure AD) and Microsoft 365.
• Support onboarding, offboarding and user lifecycle management.
• Logging, managing and resolving support tickets within agreed service levels.
• Escalating complex issues where required and working closely with the wider IT team.
• Supporting IT security initiatives, including MFA, Microsoft Defender and secure access controls.
• Creating user guides, knowledge base articles and technical documentation.
• Delivering user training and promoting cyber security best practice across the business.
• Contributing to continuous improvement initiatives and helping to enhance the overall IT service.

Skills

2nd Line IT Support

Microsoft 365 admin

Azure AD/Entra ID

Active Directory

Microsoft Defender

Networking

Desktop Support

Communication

Documentation

Troubleshooting

Time management

Driving Licence

Tools

PowerShell

Power Automate

Power Apps

Job description

VolkerWessels UK is a market leading contracting group of five closely linked businesses.

We provide integrated and ground-breaking solutions for the civil engineering and construction sectors, with specialisms in rail, highways, airports, marine, defence, energy, water, and environmental infrastructure.

We're looking for an experienced 2nd Line ICT Support Analyst to join our growing IT team supporting the Southern Renewals Enterprise (SRE) – one of the UK's most significant rail infrastructure programmes.

Based in Blackfriars, with regular travel across project sites in Kent, South London and Sussex, you'll play a key role in supporting over 1,400 users across multiple locations, ensuring they have the technology and support needed to keep this major programme moving.

Reporting to the ICT Delivery Manager, you'll provide a blend of 2nd Line and occasional 1st Line support, acting as a trusted technology partner to users across the project.

You'll be responsible for resolving technical issues, supporting Microsoft 365 and Azure environments, maintaining user accounts, and ensuring excellent service delivery across the business.

About Our Project

The Southern Renewals Enterprise (SRE) is responsible for delivering Network Rail's Southern Region renewals programme representing a programme of works valued at over £9 billion. The Southern Integrated Delivery (SID) alliance brings together AtkinsRéalis, Network Rail, Octavius, VolkerFitzpatrick and VolkerRail, combining expertise, innovation and collaboration to deliver a safer, more reliable railway for millions of passengers.

About Our Role

• Providing end-to-end support across hardware, software, networking and user access issues
• Delivering primarily 2nd Line support with some 1st Line support responsibilities
• Installing, configuring and troubleshooting laptops, desktops, mobile devices and business applications
• Managing user accounts, permissions and access through Active Directory, Entra ID (Azure AD) and Microsoft 365
• Supporting onboarding, offboarding and user lifecycle management
• Logging, managing and resolving support tickets within agreed service levels
• Escalating complex issues where required and working closely with the wider IT team
• Supporting IT security initiatives, including MFA, Microsoft Defender and secure access controls
• Creating user guides, knowledge base articles and technical documentation
• Delivering user training and promoting cyber security best practice across the business
• Contributing to continuous improvement initiatives and helping to enhance the overall IT service

About You

You'll be an experienced IT support professional with strong troubleshooting abilities and a passion for delivering exceptional customer service.

Comfortable working independently and managing competing priorities, you'll thrive in a fast-paced environment where no two days are the same.

Essential Skills & Experience

• Previous experience in a 2nd Line IT Support role
• Strong Microsoft 365 administration experience
• Experience with Entra ID (Azure AD), Active Directory and user account management
• Knowledge of Microsoft Defender and security best practices
• Strong networking, desktop support and troubleshooting skills
• Excellent communication skills with the ability to support non-technical users
• Experience creating technical documentation and user guides
• Strong problem-solving, organisational and time management skills
• Full UK Driving Licence

Desirable Skills

• Experience with automation tools such as PowerShell, Power Automate (Flow) or Power Apps

If your past experience doesn’t match perfectly with every requirement of the job description, we still encourage you to apply. You may be just the right candidate for us.

Why work with us?

VolkerWessels UK operate through five separate, but complementary businesses, working in collaboration and using our specialist skills to deliver an integrated service for our clients. At any one time, our people are working on our sites or in our offices, for around 250 projects across the UK. Everyday we overcome challenges, fulfilling our commitments, no matter what. That's what our business is about, that's how our people find satisfaction in their jobs. We offer competitive rewards and benefits, recognising the value we place on our employees.

We Offer a Range Of Benefits, Including

• Competitive salary
• Competitive annual leave and an additional day off on your birthday
• Option to buy additional annual leave
• Private medical care
• Pension
• Life Assurance
• Cycle to Work scheme
• Shopping and restaurants vouchers, rewards, and discounts
• Training and development opportunities-comprehensive skills-based training
• Family friendly polices including enhanced maternity benefits
• Flexible working opportunities
• Employee Assistance programme
• Mental health, physical health, and financial support
• 24/7 Virtual GP service

Fairness, inclusion and respect

We believe in pushing boundaries in the pursuit of fairness, inclusion and respect. So, our teams can be comfortable that, whatever their background, VolkerWessels UK is a place where they can be themselves and thrive.

If you need support with your application, please contact us at [e-mail]