Support Analyst

Pearson Whiffin IT & Digital; Londonderry; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider seeks a proactive Support Analyst to deliver first- and second-line technical support across Northern Ireland. The successful candidate will manage technical assistance for hardware, software, and network systems, ensuring efficient operation. Key responsibilities include troubleshooting, system maintenance, and user account management. Ideal candidates will have proven IT support experience and strong knowledge of Windows and networking. Relevant IT certifications are desirable.

Qualifications

• Proven experience in an IT Support or Service Desk role.
• Strong knowledge of Windows 10 / 11 and Microsoft Office 365.
• Good understanding of networking fundamentals.

Responsibilities

• Provide day-to-day technical support for laptops and desktops.
• Install and configure Windows operating systems.
• Troubleshoot network connectivity issues.
• Manage user accounts in Active Directory.

Skills

IT Support or Service Desk experience

Windows 10 / 11 knowledge

Microsoft Office 365 skills

Networking fundamentals

Remote support tools familiarity

Excellent troubleshooting

Communication skills

Education

CompTIA A+

Network+

Microsoft Certified: Modern Desktop Administrator

Job description

Support Analyst

field based, working at client sites.

We are seeking a proactive and customer-focused Support Analyst to first- and second-line technical support to various clients across Northern Ireland (north) supporting end-users across the business, ensuring that hardware, software, and network systems run smoothly and efficiently.

Key Responsibilities :

Provide day-to-day technical support for laptops, desktops, and peripherals (printers, monitors, mobile devices).

Install, configure, and maintain Windows operating systems (Windows 10 / 11) and standard business applications.

Troubleshoot network connectivity issues, including Wi‑Fi, VPN, and LAN / WAN problems.

Manage user accounts, permissions, and security in Active Directory and Microsoft 365.

Perform hardware and software upgrades, imaging, and deployment of new laptops.

Key Skills & Experience :

Proven experience in an IT Support or Service Desk role.

Strong knowledge of Windows 10 / 11, Microsoft Office 365, and general desktop support.

Good understanding of networking fundamentals (TCP / IP, DNS, DHCP, VPN, firewalls, and switches).

Experience supporting laptops and mobile devices across different hardware vendors (e.g., Dell, HP, Lenovo).

Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, or Microsoft Remote Desktop).

Excellent troubleshooting and communication skills, with a customer-first mindset.

IT certifications such as CompTIA A+, Network+, or Microsoft Certified : Modern Desktop Administrator are desirable.