IT Support Specialist

Clearwater Analytics, Ltd.; City Of London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Clearwater Analytics, Ltd. seeks an experienced IT Support specialist to diagnose and resolve employee technical issues across hardware, software, and network services. You will handle onboarding and off-boarding and contribute to SOPs and service guidelines.

Applicants should have 4–5 years in IT support, solid Windows and Office skills, and the ability to work with Jira/Confluence and identity systems like Entra/Sailpoint. Join a collaborative team in a dynamic environment.

Qualifications

• 4-5 years of experience in IT support, help desk, or a related role.
• Windows OS and Office products proficiency.
• Comfortable in the command line and basic scripting.
• Basic networking, firewall/security, and OS knowledge.
• Atlassian Jira and Confluence experience.
• Sailpoint/Entra knowledge is a plus.

Responsibilities

• Coordinate, diagnose, and troubleshoot incoming employee IT issues.
• Provide timely resolution or escalate to appropriate technical personnel.
• Maintain case status updates to management and end-users and foster relationships.
• Develop, document, and implement SOPs and customer service guidelines.
• Handle onboarding and off-boarding tasks for employees.
• Assist with Active Directory structure and permissions.

Skills

Windows OS

Microsoft Office

Command line

Networking basics

Scripting

Jira

Confluence

Intune

Jamf

Exchange

Entra

Sailpoint

Inventory management

Audio/Video installation

Education

CompTIA A+

Udemy IT Help Desk Professional

Microsoft IT Support

Apple Certifications

Tools

Jira

Confluence

Intune

Jamf

Exchange

Entra

Sailpoint

Job description

Job DescriptionCoordinates, diagnoses, and troubleshoots incoming employee issues. Provides support services to employees with technical problems and IT issues involving printers, laptop, or network services from local or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to ITsupport.Responsibilities:Active Directory - Company structure, Group/Distro creationAble to troubleshoot and resolve any hardware issuesFull understanding of Clearwater internal tool permission structureAble to troubleshoot basic network/802.1x issuesCan solve issues across most parts of the team’s domain with limited guidanceAble to solve majority operational issues without escalationHandling onboarding and off-boardingOffers demos, talks, and recommendations to help their own team and others be more productiveAble to help other parts of the organization with integration and provisioning such that all best practices are adhered to.Helps to continuously maintain and improve quality across the stack.Performs regular interviews for positions on the same team, providing detailed and useful feedback.Understands customer needs and motivations.Understands how engineering projects contribute to business goals.Requirements:4 -5 years of experience in IT support, help desk, or a related roleExperience with Microsoft Windows operating systems and Microsoft Office Productscomfortable in the command lineScripting experienceBasic Knowledge of networks, firewalls/security, and operating systemsAtlassian knowledge for Jira and confluenceStrong written and verbal skillsAbility to lift 50 pounds safelySelf-motivatedSelf-organizedAble to monitor and maintain inventory levelsBasic mechanical aptitudeAbility to troubleshoot first tier computer hardware and software issuesSailpointIntune, Jamf, Exchange, Entra knowledgeDesired Experience or Skills:Basic computer workstation setupExperience w/ Inventory managementAudio/Video installation experienceCompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Certifications