IT User Support & Infrastructure Analyst

Deutsche Post; Colnbrook; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Generous holiday entitlement

Company pension

Life assurance

Maternity pays

Sick pay

Wellbeing support

Training and development

Job summary

DHL International (UK) Ltd is seeking a hands-on User Support Analyst to join our IT team. You’ll provide telephone and on-site technical support, diagnose incidents, and resolve service requests across desktop, server, domain, security, and network services to keep colleagues productive.

Key duties include supporting Active Directory, configuring desktops and laptops, monitoring LAN/WAN/Wi‑Fi, assisting with network changes and migrations, and maintaining accurate documentation.

Qualifications

• 2–3 years' experience in a similar IT support role, with a generalist IT background of five years.
• Proficient knowledge of PC and server infrastructure.
• Strong Active Directory administration skills.
• Proficiency in networking technologies including TCP/IP, DNS, and DHCP.
• Experience supporting Citrix in thin client environments.
• Knowledge of PC/server backup and imaging technology.
• Knowledge of Microsoft Outlook / Microsoft 365 setup.
• Experience maintaining network diagrams, configuration records, and asset databases.
• Experience coordinating supplier support tickets.
• Awareness of ITIL and change management principles.
• Scripting knowledge, such as VB Script, would be beneficial.
• MCSE/MCITP or MCSA preferred, or equivalent experience.

Responsibilities

• Diagnose and resolve hardware, operating systems, software, and network-related issues.
• Install, configure and support desktop systems, laptops and associated applications.
• Support user and system administration through Active Directory.
• Monitor LAN, WAN, Wi-Fi and connectivity services, perform health checks, and investigate incidents.
• Support approved network changes, maintenance activities, implementations, upgrades and migrations.
• Escalate critical or unresolved network incidents through the appropriate channels.
• Raise and track support tickets with external providers.
• Support Citrix thin client environments, printers, data backup and restore activities.
• Support software and patch deployment across local and regional systems.
• Maintain accurate network documentation, diagrams, configuration records and asset information.
• Support senior management and directors with desktop and connectivity issues, including at off-site seminars and conferences.
• Contribute to IT projects, infrastructure builds, and continuous service improvement.

Skills

Active Directory

TCP/IP

DNS

DHCP

Citrix Thin Client

Microsoft Outlook

Network monitoring

ITIL

VBScript

Server infrastructure

Education

MCSA

MCSE/MCITP

Tools

Citrix

Active Directory tools

Job description

DHL International (UK) Ltd is seeking a hands-on User Support Analyst to join our IT team. You’ll provide telephone and on-site technical support, diagnose incidents, and resolve service requests across desktop, server, domain, security, and network services to keep colleagues productive.

Key duties include supporting Active Directory, configuring desktops and laptops, monitoring LAN/WAN/Wi‑Fi, assisting with network changes and migrations, and maintaining accurate documentation.