Onsite IT Support Analyst - 1st​/2nd line

Join a busy technical environment where your support, initiative and customer focus will help keep the business connected, productive and ready for action.

As an Onsite IT Support Analyst, you will provide first and second line IT support across the two Birmingham offices, acting as a trusted on-site presence. This is a practical, office-based role for someone who enjoys being close to the business, resolving issues quickly and improving the day-to-day technology experience for end users. You will also support the wider Service Desk, via tickets and phone, when demand allows – helping to maintain a responsive and efficient service.

You will be the sole IT contact for local colleagues, delivering fast, effective support across hardware, software, printers, network connectivity and meeting room technology. You will be part of a larger IT team of 20 people in the UK with support, career advancement and team collaboration available to you. This is a great opportunity for someone at the early stages of their career looking to take a next step to a role with standalone responsibility.

You will carry out regular checks, keep devices and spaces running smoothly, support new starter setup, and contribute to local IT projects, office moves and improvements.

• Customer Focus:
  Provide a professional, friendly and responsive service that gives users confidence in IT support.
• Technical Troubleshooting:
  Diagnose and resolve issues across Windows devices, Microsoft 365, printers, laptops, docks and AV equipment.
• On-Site Support Delivery:
  Act as a visible and reliable presence in the office, ensuring meeting rooms, server rooms and end-user spaces are well maintained.
• Service Desk
  
  Collaboration:
  
  Work closely with the wider team to manage tickets, update records accurately and escalated where needed.
• Ownership and Proactivity:
  Spot recurring issues, suggest improvements and take responsibility for keeping service levels high.

Experience in a first or second line IT support. Strong communication skills and a customer-first approach. You will be confident working independently, prioritising workload and supporting users in a busy office environment.

This is a fully office-based role in Birmingham offices with occasional travel to Shrewsbury and Dunston as required. The role is best suited to someone who enjoys being present on site, working closely with colleagues and responding to business needs in a flexible, hands-on way.

In alignment with the Equality Act 2010, we will make reasonable adjustments to support candidates and employees requiring additional arrangements. This could include adaptations to work schedules, training approaches, or the physical workspace. Please inform us if you need any accommodations during the recruitment process or in your day-to-day role.