Technical Support Analyst

Addition; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

Addition in London is seeking an experienced IT Support Analyst to own end-to-end 1st and 2nd line support for a global workforce.

You will troubleshoot across Windows, macOS and Linux, manage incidents in ServiceNow, and provide VIP support to senior leaders from our Central London office.

This 12-month contract offers exposure to advanced technologies and collaboration with VP/C-suite to improve IT service delivery.

Qualifications

• Minimum 3 years in an IT support role covering 1st and 2nd line.
• Strong troubleshooting across Windows, macOS and Linux.
• Experience with ServiceNow and ITIL processes in an enterprise.
• Experience supporting VIPs and senior leaders.

Responsibilities

• Deliver 1st and 2nd line IT support to a global workforce.
• Manage incidents and service requests via ServiceNow.
• Provide hands-on IT support to senior executives.
• Troubleshoot hardware, OS, collaboration platforms and apps.
• Coordinate onboarding/offboarding and equipment provisioning.
• Support device management, software installs, endpoint security.
• Maintain meeting room tech and AV equipment.
• Oversee local IT assets, stock, procurement and lifecycle.
• Collaborate with wider technical teams to resolve issues.
• Contribute to IT projects and upgrades.

Skills

IT support

ServiceNow

VIP support

Intune

JAMF

Azure AD

Windows

macOS

Linux

ITIL

Education

IT qualification or degree

CompTIA

Microsoft

ServiceNow Certification

Tools

Microsoft Intune

JAMF

Azure Active Directory

Job description

An exciting opportunity to provide end-to-end IT support within a global, advanced technology organisation, taking ownership of technical triage, in-depth troubleshooting and issue resolution across Windows, macOS and Linux environments.

You'll support employees across their international workforce, whilst working closely with VP and C-suite executives in their London office, delivering a high standard of hands‑on technical support.

Role Overview

• Location: Central London/ Site based
• Contract Length: 12 months with potential for further extension
• Industry: Advanced Technology / Deep Technology

What You’ll Be Doing

• Deliver 1st and 2nd line IT support to employees across a global business, resolving technical issues efficiently.
• Manage incidents and service requests through ServiceNow, keeping users informed from start to finish.
• Provide dedicated, hands‑on IT support to senior executives and leadership teams.
• Troubleshoot hardware, operating systems, collaboration platforms and workplace applications.
• Coordinate IT onboarding and offboarding, ensuring employees have the right equipment, systems and access.
• Support device management, software installations, endpoint security and user access.
• Maintain meeting room technology and AV equipment to ensure smooth collaboration.
• Oversee local IT assets, equipment stock, procurement and hardware lifecycle management.
• Work closely with wider technical teams to resolve complex issues and improve service delivery.
• Contribute to IT projects, system upgrades, software deployments and continuous improvement initiatives.

Main Skills Needed

• Minimum of 3 years' experience in an IT support role, covering both 1st and 2nd line responsibilities.
• Strong troubleshooting skills across Windows, macOS and Linux environments is essential.
• Experience using IT service management platforms such as ServiceNow, with an understanding of ITIL processes.
• Background working in an enterprise organisations, supporting VP/ senior leaders.
• Familiarity with endpoint management tools such as Microsoft Intune or JAMF.
• Knowledge of Microsoft Azure AD, user access management and SaaS applications.
• Understanding of networking fundamentals, device configuration and IT security.
• Experience supporting senior stakeholders or providing VIP IT support would be beneficial.
• Excellent communication skills and a customer‑focused approach to technical support.
• A relevant IT qualification or degree, alongside certifications such as CompTIA, Microsoft or ServiceNow.

What’s in It for You

• The chance to work within a forward‑thinking, globally connected technology business.
• Exposure to a broad range of modern IT systems, tools and technologies.
• A varied role combining technical troubleshooting, project involvement and stakeholder support.
• Opportunities to develop your technical expertise across infrastructure, endpoint management and IT service delivery.
• The chance to make a genuine impact on how IT services are delivered across the business.
• A collaborative environment where you'll work alongside experienced IT, Engineering and Security professionals.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.