1st / 2nd Line - Windows and Mac

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, but not limited to desktops, laptops, printers, MFD's 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 (but Mac users are all VIPs)
• OKTA would be beneficial
• AD / Azure AD / Entra IT would be useful
• 50:50 1st Line : 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
• Able to demonstrate expertise in all activities associated with providing end user PC support and problem resolution on complex and difficult PC hardware and software issues
• Able to display strong problem-solving abilities and excellent communication, customer handling and inter-personal skills.

Skills

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

Benefits:

1. 25 days of holiday to start and one extra day per year until you max out at 30 days
2. 1 floating holiday on top of this
3. 6 extra summer days off over summer
4. 8 extra wellness days (these are not sick days) that we can use for almost anything.
5. We usually shut down over Christmas for a week

Bonus:

• Potential for a 7.5% performance based bonus (Company plus individual performance)

Please get in touch if you have Mac and Windows experience (Commercial and at least in the last 2 roles) and are keen on this role, 3 days a week on-site in Hammersmith and 2 from home once you have proven your reliability and quality.

Diversity, equity and inclusion are at the heart of what we value as an organisation. Boston Hale is an equal opportunities employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law.