Overview
The Senior IT Support Analyst will play a vital role in supporting the internal IT environment for the client, focusing primarily on resolving complex technical issues related to corporate and end-user computing systems. The position requires a highly autonomous technician who will deliver both face-to-face and remote support, particularly within Google Workspace, Intune, JAMF, and on both Mac and Windows platforms. Collaboration with Level 1 and Level 3 engineers will be essential, as will the ability to communicate effectively with technical and non-technical users.
Responsibilities
- Take ownership of escalated incidents and service requests from the Level 1 Service Desk.
- Diagnose and resolve complex Windows, macOS, and end-user technology issues.
- Support users across corporate offices and remote locations.
- Troubleshoot hardware, applications, peripherals, and connectivity issues.
- Identify recurring incidents and collaborate to eliminate root causes.
- Escalate issues appropriately to Level 3 engineers or third-party suppliers.
- Maintain accurate ticket records, technical notes, and knowledge articles.
- Support and deliver IT projects including endpoint upgrades, software deployment, and security remediation.
Requirements
- Strong commercial experience in a Level 2nd Line Support / EUC engineering role.
- Demonstrable ability to work independently with minimal supervision.
- Strong Windows troubleshooting skills.
- Good macOS troubleshooting experience.
- Experience supporting Microsoft 365 & Google Workspace environments.
- Practical experience with Intune and/or Jamf.
- Experience troubleshooting identity, SSO, and MFA issues with OKTA.
- Strong understanding of endpoint security and device management.