IT Support Analyst

Hawkeyeinnovations; Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Hawkeyeinnovations in London is seeking a proactive IT Support Analyst to join our global IT team. Based in our London office with hybrid working, you will deliver 2nd line support, manage Jira tickets, and help on onboarding, device configuration, and end-user training across the UK and international locations.

You will work with Microsoft 365, Intune, Google Workspace, and other platforms, supporting both remote and on-site users while contributing to IT projects and continual improvement

Qualifications

• Experience in IT service desk or technical support.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows operating systems.
• Excellent communication skills and the ability to support both technical and non-technical users.
• Strong organisational skills with the ability to manage multiple priorities.
• Good understanding of IT security and cybersecurity best practices.
• A proactive, customer-focused approach and willingness to learn.

Responsibilities

• Provide 2nd line IT support to users across the UK and global business.
• Manage and respond to support requests through our Jira ticketing system.
• Support employee onboarding and offboarding processes.
• Administer key business platforms including: Microsoft 365, Intune, Google Workspace, Kandji, Ubiquiti.
• Create and maintain technical documentation and user guides.
• Support meeting room technology and collaboration tools.
• Assist with company-wide Town Halls and All Hands events.
• Install, configure, and maintain laptops, desktops, and other hardware.
• Provide remote and in-person support for employees.
• Troubleshoot hardware, software, and connectivity issues.
• Monitor and maintain office networks, Wi-Fi, and connectivity.
• Support storage infrastructure and backup solutions.
• Assist with troubleshooting and resolving network outages and performance issues.
• Collaborate with the wider IT team on global improvement initiatives.
• Support the rollout of new tools, technologies, and processes.
• Identify opportunities to improve support services and user experience.

Skills

IT service desk

Troubleshooting

Windows

Communication

Organisation

Security awareness

Customer focus

Tools

Microsoft 365

Intune

Google Workspace

Entra ID

Linux

macOS

Android/iOS

Networking

Job description

IT Support Analyst

Location: London, UK (Hybrid Working)

Join Our Global IT Team

We're looking for a proactive and motivated IT Support Analyst to join our global IT team. This is an exciting opportunity for someone with previous IT service desk or technical support experience who enjoys solving problems, supporting users, and developing their technical expertise across a modern global technology environment.

Based in our London office, you'll play a key role in supporting employees across the UK and internationally, providing hands‑on endpoint support, managing IT platforms, and contributing to projects that help improve the way our teams work.

This role offers excellent opportunities for professional development, exposure to a broad range of technologies, and the chance to work closely with colleagues across the business and around the world.

What You'll Be Doing

Global IT Support

• Provide 2nd line IT support to users across the UK and global business.

• Manage and respond to support requests through our Jira ticketing system.

• Support employee onboarding and offboarding processes.

• Administer key business platforms including:

  • Microsoft 365

  • Microsoft Intune

  • Google Workspace

  • Kandji

  • Ubiquiti

• Create and maintain technical documentation and user guides.

• Support meeting room technology and collaboration tools.

• Assist with company‑wide Town Halls and All Hands events.

Endpoint & User Support

• Install, configure, and maintain laptops, desktops, and other hardware.

• Provide both remote and in‑person support for employees.

• Troubleshoot hardware, software, and connectivity issues.

Network & Infrastructure Support

• Monitor and maintain office networks, Wi‑Fi, and connectivity.

• Support storage infrastructure and backup solutions.

• Assist with troubleshooting and resolving network outages and performance issues.

IT Projects & Continuous Improvement

• Collaborate with the wider IT team on global improvement initiatives.

• Support the rollout of new tools, technologies, and processes.

• Identify opportunities to improve support services and user experience.

What We're Looking For

• Previous experience in an IT Service Desk, IT Support, or Technical Support role.

• Strong troubleshooting and problem‑solving skills.

• Experience supporting Windows operating systems.

• Excellent communication skills and the ability to support both technical and non‑technical users.

• Strong organisational skills with the ability to manage multiple priorities.

• Good understanding of IT security and cybersecurity best practices.

• A proactive, customer‑focused approach and willingness to learn.

Desirable

• Experience with:

  • Microsoft 365, Entra ID, and Intune

  • Google Workspace

  • Linux and macOS environments

  • Android and iOS devices

  • Wired and wireless networking

  • Server and endpoint hardware support

What You'll Gain

This role provides the opportunity to develop your expertise across a wide range of enterprise technologies, including:

• Microsoft 365, Entra ID and Intune

• Google Workspace

• Ubiquiti networking solutions

• Firewall technologies including WatchGuard and FortiGate

• VPN technologies and network security

• Cloud‑based identity and device management

• NAS and storage platforms

• Endpoint security tools

• Modern SaaS IT administration platforms

Why Join Us?

You'll be joining a collaborative and supportive global IT team where you'll have the opportunity to broaden your technical skillset, contribute to meaningful projects, and make a real impact across the business.

We know great candidates don't always tick every box. If you're excited about the role and believe you could be a great fit, we'd love to hear from you.