Junior System Support Analyst

Switch2 Energy Limited; Baildon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading energy services provider in the UK is seeking a proactive IT Support Specialist to join their team in Baildon. You will provide first-line support via JIRA Service Desk, assisting users with technical issues, and contribute to an exciting digital transformation. The role offers opportunities for development in cyber security and systems administration, working alongside a collaborative team. Benefits include a competitive salary, training, and 25 days holiday.

Benefits

25 Days Holiday + Bank Holidays

Pension Scheme

Free on-site parking

Qualifications

• Experience setting up and troubleshooting laptops, desktops, and mobile devices.
• Understanding of business networking - Wi-Fi connectivity, VPN access.
• Ability to learn new systems and technologies quickly.

Responsibilities

• Provide first-line IT support to Switch2 staff via JIRA Service Desk.
• Troubleshoot Office 365, email, and common software problems.
• Respond to critical incidents and escalate complex issues.

Skills

Proactive mindset

Logical troubleshooting

Good communication skills

Customer service focus

Organised

Education

IT qualifications or certifications (CompTIA, Microsoft, etc.)

Tools

Windows 11

Microsoft 365

JIRA Service Desk

Job description

Switch2 is one of the UK’s largest, mostexperienced,and capable providers of prepayment, metering and other related services to community and district heating schemes. We make a success of schemes owned by local authorities, housing associations and private landlords. We help to optimise energy efficiency, keep costs fair, and protect the most vulnerable residents from fuel poverty.

At Switch2 we are passionate about helping our customers and communities live sustainable lives now and in the long term. We are trusted experts in the design, build, and operation of Heat and Energy networks. Through the innovative new solutions we build, and through the continuous optimisation of the networks we operate, we are instrumental in the delivery of the UK’s Climate change agenda.

Why join Switch2’s IT Team

At Switch2, technology is fundamental to everything we do. Our IT team works directly with everyone - from customer service staff to company directors. You'll have face-to-face interactions across the business, building relationships and understanding how IT enables each department's work.

This is an exciting time to join, we're undertaking a major digital transformation with significant system changes over the next two years. You'll work in a fast-evolving environment, collaborate with our software engineering team, and use modern AI tools alongside traditional IT support. Your contributions have real impact, and you'll have genuine visibility with senior leadership.

Main Purpose of the Role

Provide first-line IT support to Switch2 staff via the JIRA Service Desk, resolving technical issues and supporting users across the organisation. This role offers development opportunities into infrastructure, cyber security, and systems administration with hands-on exposure to diverse IT technologies.

Responsibilities

• Providing IT support via JIRA Service Desk, phone, email, and face-to-face across the business, building relationships with colleagues at all levels
• Responding to critical incidents and business-critical issues
• Password resets, account unlocks, user access issues, and supporting new starters and leavers
• Troubleshooting Office 365, email, and common software problems
• Setting up laptops, desktops, monitors, and mobile devices
• Logging and tracking all incidents in line with SLAs
• Escalating complex issues to senior IT staff or 3rd parties
• Supporting cyber security awareness campaigns
• Monitoring security alerts and reporting suspicious activity
• Contributing to IT documentation and user guides

Key Skills and Behaviours Required

• Proactive mindset - spotting problems before they elevate
• Logical troubleshooting approach to problem-solving
• Resilient with ability to manage multiple priorities and stay calm under pressure
• Good communication skills with non-technical users
• Customer service focused with patience and empathy
• Willingness to learn and develop technical knowledge
• Organised with ability to manage multiple tickets
• Reliable and professional approach

Knowledge, Training and Relevant Experience to do the job

• Working knowledge of Windows 11
• Experience with Microsoft 365 applications (Teams, Outlook, SharePoint, OneDrive)
• Experience setting up and troubleshooting laptops, desktops, and mobile devices
• Understanding of business networking - Wi-Fi connectivity, VPN access, remote working setup
• Experience configuring mobile devices (iOS and Android)
• Ability to learn new systems and technologies quickly

Training & Development

• Ongoing mentoring from experienced IT professionals
• Access to online training courses year-round
• Training budget for professional certifications and career progression
• Structured development plan with regular reviews
• Hands-on exposure to projects beyond helpdesk work
• Exposure to AI-powered tools and automation in IT support workflows

Benefits

• 25 Days Holiday + Bank Holidays
• Pension Scheme

Location and working arrangements

• Location: Saltaire, Shipley, West Yorkshire (10-minute walk from Saltaire train station with excellent rail links to Leeds and Bradford)
• Full-time office based (37.5 hours per week)
• Working hours: 8am-4:30pm or 9am-5:30pm (flexible start to provide IT support coverage)
• Participation in out-of-hours on-call rota (When ready, with additional payment)
• Free on-site parking available

Desirable

• Experience with JIRA Service Desk or similar ticketing systems
• Previous IT support or customer service experience
• Interest in cyber security and information security
• IT qualifications or certifications (CompTIA, Microsoft, etc.)