Support Analyst

Arqit Quantum Inc.; City of Westminster; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading cybersecurity firm based in the UK is seeking a Support Analyst to manage IT support operations. This role involves providing exceptional service support, troubleshooting various platforms including Windows, Apple, and Linux, and fostering a positive team culture. The ideal candidate will have strong customer service experience, be Microsoft certified, and have at least 2 years of relevant experience. The position offers a hybrid working model with a range of appealing employee benefits.

Benefits

25 days paid holiday

8 bank holidays

Private Medical Insurance

Life Insurance

Income Protection

Employee Assistance Programme

Bonus Scheme

Qualifications

• Minimum of 2 years supporting Windows, Apple, and Linux platforms.
• Exceptional Incident Management skills.
• Proven experience working within IT service delivery.

Responsibilities

• Provide 1st and 2nd line IT Support.
• Manage day-to-day support issues.
• Create, manage, and evolve policies and processes.

Skills

Customer Service

Windows administration

Apple platform support

Linux platform support

Problem Management

Exceptional troubleshooting

User administration

Network troubleshooting

Education

Microsoft certification

Tools

Office 365

Sharepoint

Cloud-based security products

Job description

Support Analyst

Department: 880 - Infrastructure

Employment Type: Permanent

Location: London

Description

Arqit is a global pioneer in quantum-safe encryption: we provide a proven defence against both current cyber dangers and impending quantum threats. Our 100 staff worldwide describe Arqit as succeeding in providing a positive and inclusive working environment, where staff feel that managers care about the success and well-being of their teams, and individuals feel valued as employees.

We have a new opportunity for a Support Analyst with strong experience in a service-oriented Service Desk environment and a solid understanding of Windows, Apple and cloud platforms. You will be joining a fast-paced, exciting tech scale-up, and we can offer you fun and interesting work in cloud cybersecurity. You will be working within the Service Desk team, managing day-to-day support issues, and you have the aptitude and responsibility to assist the team in more complex Incidents and Problems. We have a great team culture that gives you the opportunity to innovate, take ownership, and scale new heights in your career as the company grows. We are based in friendly offices, close to Victoria, Westminster and St James Park stations, and operate a hybrid working model.

What you'll be doing

• 1st and 2nd line IT Support (Helpdesk, remote and Deskside)
• Providing exceptional Service Support and Customer Service to the Business, via remote and deskside Support, Email and Telephone
• Providing solution(s)/work around(s) to Incidents and Problems
• Creating, managing and evolving Polices, Processes and Procedures
• Working to SLA thresholds for incident(s), request(s) and problem(s)
• Prioritising and managing workload effectively, managing multiple open Incidents/Problems and mini projects simultaneously
• Systems & Performance monitoring, and problem management
• Establishing and maintaining excellent working relationships with the Business and 3rd parties
• Review of Services, application delivery, patching and Anti-Virus
• Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to Arqit.
• Work with a variety of business and technical teams to enhance service
• Supporting users on both hardware and software applications
• Desktop and Laptop Builds

What we're looking for

The ideal candidate will have a very high level of Customer Service experience and preferably be Microsoft certified and have spent a minimum of 2 years supporting Windows, Apple and Linux platforms. As well as all the expected qualities of an experienced Support / Helpdesk engineer, the following skills would be beneficial to the role.

• User administration within the following environments
• 1. Office 365
• 2. Windows 11
• 3. Sharepoint
• 4. Cloud based security products
• Windows administration
• Exchange 365 mailbox administration
• Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve
• Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution
• Exceptional Customer Service skills
• Proven experience working within IT service delivery
• Excellent troubleshooting and problem-solving skills
• Proven ability to transfer knowledge within a team
• Endpoint encryption administration
• General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi

Please note, the ability to work in the UK without restrictions is ESSENTIAL; there may also be a need for UK security clearance in future.

Benefits

• 25 days paid holiday
• 8 bank holidays
• Pension
• Private Medical Insurance
• Life Insurance
• Income Protection
• Employee Assistance Programme
• CoachingParental Leave
• Personal Travel Insurance
• Subsidised Season Ticket Loan
• RSU Equity Package
• Bonus Scheme
• Ride to Work Scheme
• Victoria Card
• Benefit Hub