Support Analyst - Win & Mac

TieTalent; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a 1st / 2nd Line Support Analyst to join a dynamic team in London. This role offers the chance to provide exceptional technical support to end users, handling everything from desktop and laptop issues to troubleshooting peripherals. With a blend of on-site and remote work, you will ensure seamless IT operations while delivering outstanding customer service. If you are passionate about technology and eager to make a difference, this opportunity is perfect for you.

Benefits

25 days of holiday, plus an extra day per year up to 30

1 floating holiday

6 extra summer days off

8 wellness days for personal use

Company shutdown over Christmas for a week

Qualifications

• Experience in providing technical assistance and end user support.
• Expertise in troubleshooting complex hardware/software issues.

Responsibilities

• Provide technical assistance and end user support across multiple locations.
• Coordinate with IT support teams for end user issues.

Skills

Windows 10/11 Support

MacOS Support

Active Directory Administration

OKTA Experience

O365/Exchange Administration

Desktop Support

Ticketing Solutions Management

Basic Networking & DNS Knowledge

Tools

Freshservice

Microsoft InTune

Microsoft Office Applications

Job description

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

This role will provide end-to-end support for end user issues, from hands-on work to the co-ordination of other IT support teams, including setting up starters and leavers, infrastructure, and application groups. The Technical Support Analyst is also responsible for the installation, configuration, and troubleshooting of all end user hardware, software, and related peripherals, including desktops, laptops, printers, MFDs, and all mobile devices.

Responsibilities

• Responsible for providing technical assistance and end user support
• Must deliver exemplary customer service to all users from top to bottom
• ITIL experience would be useful
• 85% Windows, 15% Mac (with VIP treatment for Mac users)
• OKTA experience would be beneficial
• Experience with AD / Azure AD / Entra
• Support for a 50:50 split between 1st Line and 2nd Line support tasks

You Should Be

• Passionate about customers and service, with a strong will to make a difference
• Able to work in a dynamic environment, prioritising and multi-tasking effectively
• Demonstrate expertise in providing end user PC support and resolving complex hardware/software issues
• Strong problem-solving, communication, customer handling, and interpersonal skills

Skills

• Hands-on experience managing customer issues through a ticketing solution (e.g., Freshservice or similar ITSM tool)
• Desktop Support (Windows 10/11 & MacOS)
• Laptop deployment
• OKTA experience
• O365/Exchange administration tasks
• Active Directory/Azure Active Directory administration
• Microsoft InTune
• AV meeting room setup and support
• Microsoft Office applications, including Teams and Zoom
• Basic networking & DNS knowledge
• Hardware support (Laptops & Printers)
• Supporting Client VPN Access
• Ability to troubleshoot printing issues

Benefits

• 25 days of holiday to start, plus an extra day per year up to 30 days
• 1 floating holiday
• 6 extra summer days off
• 8 wellness days (non-sick days) for personal use
• Company shutdown over Christmas for a week

Bonus

Potential for a 7.5% performance-based bonus, considering company and individual performance.

We are looking for candidates with Mac and Windows experience (commercial, recent roles preferred). The role involves 3 days onsite in Hammersmith and 2 days remote once reliability and quality are demonstrated.

Diversity, equity, and inclusion are core values. Boston Hale is an equal opportunities employer, and all qualified applicants will receive consideration without regard to race, religion, sex, sexual orientation, age, disability, or other protected statuses.