Support Analyst - Win & Mac

Boston Hale; Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is seeking a dedicated 1st/2nd Line Support Analyst to join their dynamic team. This role offers the opportunity to provide exceptional technical support across both Windows and Mac environments, ensuring end-user satisfaction and operational efficiency. With a focus on customer service and a commitment to excellence, you will engage in troubleshooting, hardware setup, and software installation. Enjoy a flexible work arrangement with a mix of onsite and remote work, along with generous holiday benefits and wellness days. If you are passionate about making a difference in a supportive environment, this position is perfect for you.

Benefits

25 days holiday plus one floating holiday

Six additional summer days off

Eight wellness days

Company shutdown over Christmas

Potential for a 7.5% performance-based bonus

Qualifications

• Experience in providing technical support for Windows and Mac environments.
• Strong problem-solving and customer service skills.

Responsibilities

• Provide technical assistance and end-user support.
• Support Windows and Mac environments with a focus on customer service.

Skills

Windows 10/11 Support

MacOS Support

Active Directory

OKTA

Microsoft Teams

Basic Networking

Ticketing Systems (Freshservice)

Hardware Support

Tools

Microsoft InTune

Zoom

Job description

Job Description

1st / 2nd Line - Windows and Mac

The 1st / 2nd Line Support Analyst will be part of a new team, providing phone support and hands-on, desk-side systems support for end users across multiple locations.

This role involves end-to-end support for end-user issues, including setting up new starters and leavers, and supporting infrastructure and application groups. The Technical Support Analyst is responsible for installing, configuring, and troubleshooting end-user hardware, software, and peripherals such as desktops, laptops, printers, MFDs, and mobile devices.

Responsibilities

• Provide technical assistance and end-user support
• Deliver excellent customer service to all users
• Utilize ITIL processes (experience preferred)
• Support Windows (85%) and Mac (15%) environments, with VIP treatment for Mac users
• Knowledge of OKTA, Active Directory, Azure AD, and Entra IT is beneficial
• Balance support tasks between 1st and 2nd line

Candidate Profile

• Passionate about customer service and making a difference
• Ability to work in a dynamic environment, prioritizing and multitasking effectively
• Expertise in providing PC support and resolving hardware/software issues
• Strong problem-solving, communication, and interpersonal skills

Skills Required

• Experience managing customer issues via ticketing systems like Freshservice
• Proficiency in Windows 10/11 and MacOS desktop support
• Knowledge of OKTA, Active Directory/Azure AD, Microsoft InTune
• Experience with AV meeting room setup, Microsoft Teams, Zoom
• Basic networking and DNS knowledge
• Hardware support skills (laptops, printers)
• Supporting client VPN access and troubleshooting printing issues

Benefits

• Starting with 25 days of holiday, increasing to 30, plus one floating holiday
• Six additional summer days off
• Eight wellness days for personal use
• Company shutdown over Christmas

Additional Perks

• Potential for a 7.5% performance-based bonus

Work arrangement: 3 days onsite in Hammersmith, 2 days remote, subject to proven reliability and quality.

Diversity, equity, and inclusion are core values. Boston Hale is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, religion, sex, sexual orientation, age, disability, or other protected status.