IT Support and Solutions Analyst

Stride Treglown; West of England; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Paid holidays

Pension

Life Insurance

Cycle to work

Career development

Job summary

Stride Treglown is seeking an IT Support professional to join a tight-knit team supporting 350 users across nine UK offices. You will handle 1st and 2nd line tickets, build and maintain workstations, and manage core business apps in a high‑availability enterprise environment.

The role requires hands-on hardware/software troubleshooting, Active Directory administration, and a proactive, customer-focused mindset. Hybrid working and opportunities for technical development are available.

Qualifications

• Degree or 3+ years in a customer-facing IT role.
• Strong hands-on troubleshooting of hardware, software and basic networking.
• Familiarity with process-driven applications, agile workflows, or ITIL is desirable.
• Willingness to travel to other UK offices is a plus.

Responsibilities

• Serve as a primary point of contact for users, owning tickets from 1st to 2nd line resolution.
• Build, deploy, and maintain high‑power workstations, laptops and mobile devices; manage IT assets and access.
• Manage users via Active Directory and support core business apps (Microsoft 365, Teams, Windows OS).
• Assist with the build, daily checks and maintenance of HA server racks and network infrastructure.
• Keep tickets, internal systems and documentation up to date; adhere to SLAs.
• Collaborate on designing, testing and rolling out new IT solutions and systems.

Skills

Experience

Technical aptitude

Business acumen

Mobility

Education

Related degree

Job description

Stride Treglown is one of the top 20 architectural practices in the UK and a leader in the use of BIM (Building Information Modelling) software. Because architecture is incredibly demanding in terms of infrastructure, having the latest, most reliable technology is a key factor in our continuing growth.

As an IT team, we are passionate about delivering systems that truly make a difference to our users. We don’t just deliver technology; we lead business change projects, ensuring our tech stack continuously improves the way the practice works.

Our Technical Environment

You will be gaining hands-on experience in a high-end, demanding enterprise environment, including:

• Supporting 350 users across 9 UK offices, connected by our Wide Area Network
• High Availability (HA) servers and large-scale storage arrays located across our sites.
• High-power CAD/BIM workstations, tailored mobile solutions, and hybrid remote-working systems.
• A blend of thin- and thick-client devices, laptops and servers.

Key Responsibilities

The Role & Key Responsibilities

This is a broad, hands-on role where you will join a tight-knit, 5-strong team. Your day-to-day will involve:

• Service Desk Support: Acting as a primary point of contact for users, taking ownership of tickets, and providing excellent 1st and 2nd line support through to resolution.
• Hardware & Provisioning: Building, deploying, and maintaining high-power workstations, laptops, and mobile devices. Managing IT assets and user access accounts.
• Systems Administration: Managing users via Active Directory and supporting core business applications (e.g., Microsoft 365, Teams, Windows OS).
• Infrastructure Support: Assisting with the build, daily checking, and maintenance of our HA server racks and network infrastructure.
• Operational Excellence: Keeping service tickets and internal systems updated, maintaining support documentation, and adhering to internal SLAs.
• Project Delivery: Collaborating with the team to design, test, and implement complete IT solutions and roll out new business systems.

What We Are Looking For (Experience & Skills):

• Experience: A relevant Degree OR 3+ years of experience working in a highly customer-facing role (ideally within IT Support, Service Desk, or a similar technical environment).
• Technical Aptitude: Strong hands-on experience troubleshooting hardware, software, and basic network issues. Familiarity with process-driven applications, agile workflows, or ITIL frameworks is desirable.
• Business Acumen: The desire to understand the "why" behind the tech, aligning IT solutions with broader business goals.
• Mobility: A full UK Driving License is highly desirable, as this role involves occasional travel to our other UK offices.

Personal Qualities:

• Customer-Focused: Outstanding communication skills with a genuine passion for investigating and resolving user issues proactively.
• Logical Problem Solver: A methodical approach to troubleshooting with excellent attention to detail.
• Proactive & Organized: Diligent and capable of prioritizing a busy ticket queue alongside project-based tasks.
• Calm Under Pressure: Able to remain professional and reliable when supporting business-critical systems.

What We Offer

• Salary: £26,227.50 - £31,000 (Depending on Experience)
• Paid Holiday + Bank Holidays
• Company Pension Scheme
• Life Insurance
• Cycle to Work Scheme
• Career progression and opportunities for technical development

Stride Treglown is a Disability Confident Committed Employer and is committed to inclusive recruitment practices. We will provide a fully accessible recruitment process and offer an interview to disabled applicants who meet the minimum criteria for the role.

Stride Treglown is a disability confident employer, and we welcome applications from all backgrounds. If you do not meet all of the experience and skills above, we would still encourage you to apply if you believe you would be a good fit.