Technical Support Analyst

Technical Support Analyst
£35,000 - £40,000 per annum
Full time – Central London – Office based 5 days per week

Is this the Technical Support Analyst role for you?
Crone Corkill are partnering with a longstanding, boutique client who are looking to onboard a Technical Support Analyst to focus on 1st/2nd Line responsibilities between themselves and their sister company. Working as part of a newly merged, close-knit team, your key focus will be on Desktop Support for circa 200 London based end users across both businesses. You’ll be one of the main points of contact for IT Support related issues, escalating where appropriate.

One business has a Windows/Mac split of 90:10, the other has a Mac/Windows split of 80:20, so they’re looking for someone who can provide experience on both operating systems. They also have the Microsoft E3 license implemented, so experience using the tools within is very advantageous.

Given the size of each business, it’s important for my client that the person joining has experience providing IT Support within an SME environment. Candidates without this may not be considered.

What will you do as a Technical Support Analyst?

• Support users in the office, over the phone and virtually
• Solve problems independently and escalate when needed
• Create and administer user accounts on Office 365/Azure and Active Directory
• Perform IT inductions for new starters, manage user permissions, memberships, backups etc
• Log support tickets, then update, escalate, resolve and monitor open tickets according to IT policies
• Install and maintain IT hardware and troubleshoot & resolve issues related to laptops, desktops, mobile devices etc
• Provide updates on hardware & software issues
• Provide support with suppliers/partners when required
• Support Apple products – iPhones are used by most employees and a large amount use Macs within one of the businesses
• Setting up & maintaining AV and conference equipment
• Occasionally travel to different hubs within London for a day

What skills do you need to be a Technical Support Analyst?

• The ability to work independently on Desktop Support
• Customer service expertise
• Desktop Support in a Windows 10/11 environment
• Solid experience with both Windows & MacOS
• Experience working in an SME environment
• Office 365/Azure admin
• Teams, SharePoint and OneDrive admin experience
• Entra (AAD) & Active Directory admin
• Experience with Apple products (iPhones & Macs)
• Intune & Autopilot experience (advantageous)
• Knowledge of Networking and/or Information & Cyber Security (advantageous)

What’s in it for you?
In return, you’ll be joining an experienced team with expertise across infrastructure, architecture and development, with regular involvement in projects and implementations being prevalent. Given the nature of the role between both businesses, it’s genuinely the case that no two days will be the same! You’ll also be responsible for assisting a handful of hubs across London from time to time, giving you the opportunity to work with different teams in interesting environments.