IT & AV Support Analyst (Remote & On-site)

United Talent Agency, LLC; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

UTA seeks a Support Analyst to join our London office. The successful candidate will support on-site AV systems (Zoom Rooms, conference room setup) and handle end-user requests via phone and email, using remote tools where possible.

Ideal applicants have 2+ years in IT, strong communication, and a proactive approach to learning. You will collaborate with our engineering team and provide timely solutions to customers and colleagues.

Qualifications

• 2+ years of IT experience, preferably in a technical field (industry certifications a plus).
• Must be knowledgeable, inquisitive, assertive and energetic.
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs.
• Must be organized, dependable and detail-oriented; able to meet deadlines and SLAs in a fast-paced, agile environment.
• Must have excellent verbal and written communication skills.
• Familiarity with working from a ticketing system as part of a larger team.
• Understanding of how to deliver quality service while adhering to SLAs.
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365.

Responsibilities

• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Support users with technical issues primarily over the phone using remote support technologies.
• If remote resolution fails, dispatch team members for on-site assistance.
• Document end user information and issue details.
• Record, track, and document the help desk process through final resolution.
• Test fixes to ensure problem is resolved.
• Perform post-resolution follow-ups to help requests.

Skills

IT support

Customer service

Remote support

Strong communication

Ticketing system

Microsoft environment

Windows 11

MacOS

Office 365

Active Directory

Networking basics

Video conferencing

Android/iOS

Problem solving

Tools

Slack

Box

Teams

Zoom

Microsoft Office

Job description

UTA seeks a Support Analyst to join our London office. The successful candidate will support on-site AV systems (Zoom Rooms, conference room setup) and handle end-user requests via phone and email, using remote tools where possible.

Ideal applicants have 2+ years in IT, strong communication, and a proactive approach to learning. You will collaborate with our engineering team and provide timely solutions to customers and colleagues.