It Analyst

Synnovate; Cheltenham; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Life assurance

Income protection

4 weeks abroad option

25 days holidays

Pension scheme

Employee assistance

Job summary

Synnovate is seeking a hands-on IT Analyst / Technology Support Engineer to join its UK IT function. You will own complex incidents in Jira Service Management, manage devices across macOS and Windows, and administer Google Workspace with a focus on security and automation.

You will work with Security and IT teams, and help evolve SOC2, ISO 27001 and DORA readiness while supporting AV and meeting rooms for events.

Qualifications

• Proven experience as a second/third line escalation point in a fast-paced IT environment.
• Hands-on management of macOS and Windows 11 devices with Jamf Pro and/or Intune.
• Solid Google Workspace administration experience, plus SSO/identity platforms.
• Practical experience running Jira Service Management, Jira Software and Confluence.
• Customer-first approach; able to explain technical issues clearly.

Responsibilities

• Escalation point for complex incidents in Jira Service Management through to resolution.
• Triage the support queue, create problem records, lead root-cause analysis.
• Manage device lifecycle across macOS/Windows estate using Jamf Pro and Intune.
• Troubleshoot hardware/OS issues and support AV for meetings and events.
• Administer Google Workspace and own JML processes with audit trail.
• Configure security controls including MFA/SSO and least-privilege access.
• Maintain Jira/Jira Software/Confluence, build automations and asset register.
• Support town halls and client events; assist with SOC 2 / ISO 27001 / DORA evidence.

Skills

Second/third line escalation

macOS & Windows 11 mgmt

Jamf Pro & Intune

Google Workspace admin

SSO / identity platforms

Jira/Jira Software/Confluence

Tools

Jamf Pro

Microsoft Intune

Google Workspace

Jira Service Management

Jira Software

Confluence

Job description

IT Analyst / Technology Support Engineer

Technology Support Engineer (macOS / Windows / Google Workspace / Jira Service Management)

About the Opportunity

Our client is a well-established UK financial technology business who are looking for a hands-on Technology Support Engineer / IT Analyst to join their internal IT function and keep their people productive, secure and well supported.

This is a visible, varied role. You'll be the go-to person for complex technical issues, with ownership of everything from laptops and meeting rooms to user access and the service desk platform. You'll work closely with the Security team and the wider IT department, and you'll be encouraged to automate wherever you can.

Key Responsibilities

• Act as the escalation point for complex incidents and requests in Jira Service Management, owning them through to resolution within SLA
• Triage the support queue, turn recurring issues into problem records, and lead root cause analysis and knowledge articles after major incidents
• Manage the device lifecycle across a mixed macOS and Windows 11 estate, from zero-touch enrolment to secure wipe, using Jamf Pro and Microsoft Intune
• Troubleshoot hardware and OS issues, and support iOS/iPadOS and a small number of legacy Linux endpoints
• Administer Google Workspace (users, groups, OUs, shared drives, licensing) and own JML processes with a clear audit trail
• Configure security controls including 2SV/MFA, context-aware access and DLP, and manage SSO and identity integrations on a least-privilege basis
• Configure and maintain Jira Service Management, Jira Software and Confluence, building automations and keeping the asset register accurate
• Own the AV and meeting room estate (Google Meet, Zoom, Teams), including vendor management and hands-on support for town halls and client events
• Act as first responder to endpoint and account security alerts, and help maintain evidence for SOC 2, ISO 27001 and DORA audits
• Contribute to IT projects, keep SOPs and runbooks current, and work with suppliers on renewals and cost control

About You

• Proven experience as a second or third line escalation point in a fast-paced IT environment
• Strong hands-on experience managing macOS and Windows 11 devices with Jamf Pro and/or Microsoft Intune
• Solid Google Workspace administration experience, plus SSO/identity platforms, JML and least-privilege access
• Practical experience running Jira Service Management, Jira Software and Confluence
• Confident supporting AV hardware and collaboration tools for everyday meetings and larger events
• Good awareness of endpoint security and exposure to compliance audits (SOC 2, ISO 27001, DORA or similar)
• A customer-first approach, with the ability to explain technical issues clearly to non-technical colleagues
• A drive to automate repetitive tasks and keep improving how things are done

What's on Offer

• Hybrid working (3 days in the office)
• Private medical insurance with the option to add family. Life assurance and income protection / Enhanced family-friendly leave policies
• Option to work abroad for up to 4 weeks a year (with approval)
• 25 days' holiday plus bank holidays, with the flexibility to swap bank holidays for other days and to buy or sell holiday
• Company pension with salary exchange
• 24/7 employee assistance programme, Electric car salary sacrifice scheme
• Health cash plan, Gym discounts, Free snacks and fruit, plus regular team socials

If you don't tick every box but feel your experience is a good match, we'd still love to hear from you.