Support Analyst

UTA; Greater London; On-site; GBP 32,000 - 46,000; Full time

Job summary

UTA seeks a Support Analyst to join our London office, providing on-site AV support and remote assistance for end users.

You will handle help requests via telephone and e-mail, document issues, and guide users through troubleshooting in Windows 11, MacOS, Office 365, and conferencing tools like Zoom and Teams. Strong communication and problem-solving skills are essential.

Qualifications

• Experience providing IT help desk support, front-line user assistance.
• Strong communication and organizational skills.
• Familiarity with ticketing systems and SLA adherence.
• Knowledge of Windows 11, MacOS, and Office 365 troubleshooting.
• Experience with AV/ conferencing systems (Zoom/Teams) is a plus.

Responsibilities

• Handle incoming end-user requests via phone and email.
• Provide on-site and remote AV and conferencing support.
• Document user details and track issues in the ticketing system.
• Test fixes and verify resolution with users.
• Escalate complex issues to senior engineers.
• Meet SLAs in a fast-paced, customer-focused environment.

Skills

Customer service

Remote support

Windows 11

MacOS

Office 365

Networking basics

Slack

Video conferencing

Tools

Slack

Box

Zoom

Teams

Job description

• UTA seeks a Support Analyst to join our growing team in our London office
• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Support users with technical issues primarily over the phone using remote support technologies
• In the event that a user’s problem is unable to be resolved remotely, you’ll dispatch team members for on‑site assistance
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Record, track, and document the help desk request problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Test fixes to ensure the problem has been resolved
• Perform post-resolution follow‑ups to help requests

Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users both in person and through remote technologiesStrong organizational and communication skills are requiredFamiliarity with working from a ticketing system as part of a larger teamExceptional problem-solving skillsStrong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365Working knowledge of antivirus, backups, and virtualization2+ years of IT experience, preferably in a technical field (industry certifications a plus)Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing (Teams & Zoom)Proven troubleshooting methodology and a desire to solve challengesMust be organized, dependable and detail-orientedUnderstanding of how to deliver quality service while adhering to service level agreements (SLAs)A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customersBasic printer and telephone troubleshootingMust have excellent verbal and written communication skillsBasic understanding of networking principles (IP addressing, subnets, routing, switching)Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients’ and our company’s needsMust be knowledgeable, inquisitive, assertive and energeticMust be able to meet deadlines and SLAs in a fast-paced, agile environment