It Support & Infrastructure Analyst Ftc

Position: IT SUPPORT & INFRASTRUCTURE ANALYST  FTC
IT Support & Infrastructure Analyst - £35,000 - £45,000 (depending on experience) - On-Site (FTC)

Overview

We are looking for a capable IT Support & Infrastructure Analyst to join a busy, fast-moving technology team. This role is focused on delivering reliable, high-quality technical support across the organisation, ensuring users, systems, and infrastructure operate efficiently and securely.
Alongside day-to-day support, you will also contribute to ongoing improvements, upgrades, and wider IT initiatives.
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Skills & Experience

* Strong background in IT support, with 5+ years' experience, including time spent in a 2nd Line Support / Service Desk environment

* Experience working within a professional services or corporate environment, supporting a user base with high service expectations

* Experience contributing to infrastructure projects such as upgrades, rollouts, or migrations

* Hands-on technical experience across Microsoft technologies (Microsoft 365, Windows 10/11, Windows Server)

* Knowledge of Active Directory, permissions, and user account administration

* Excellent troubleshooting skills with a structured, analytical approach

* Ability to manage a varied workload and prioritise effectively

* Flexible and adaptable, with a proactive approach to meeting deadlines

* Comfortable working both independently and within a collaborative team

* Strong communication skills with both technical and non-technical stakeholders

* Customer-focused mindset with a positive, solutions-driven attitude

* Willingness to work in an on-site environment, collaborating closely with end users and internal teams

* Availability for occasional travel as required by the role

* Willingness to undergo security and background screening in line with business requirements
Education

* A solid educational background, including at least five GCSEs (or equivalent), including Maths and English
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Key Responsibilities
This is a broad role covering support, administration, and continuous improvement across the IT estate.
Support & Service Delivery

* Manage and resolve incidents and service requests via a ticketing system and RMM tools, both remotely and deskside

* Operate at a 2nd line level, taking ownership of more complex technical issues and escalations

* Provide ongoing support across Microsoft 365 (Exchange Online, Teams, SharePoint)

* Troubleshoot issues within Windows 11 and Windows Server 2019/2022 environments

* Build, configure, and maintain end-user devices, including laptops, using MDM tools such as Intune
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Applications & Platforms

* Support and administer a Document and Email Management System (iManage preferred, or equivalent DMS platforms)

* Provide support for key applications, including:
o Print management solutions (Uniflow, Flow Matrix)
o Email security platforms (Mimecast)
o Secure file transfer solutions (Egress)
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Security & Access Management

* Support and maintain Multi-Factor Authentication (MFA) solutions such as Cisco DUO and Microsoft Authenticator

* Assist with secure access technologies, including SASE platforms (e.g. Check Point Harmony)

* Contribute to security monitoring, incident response, and remediation activities
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Infrastructure & Networking

* Assist with the administration of firewalls, particularly Cisco Meraki

* Support and maintain network infrastructure, including switches and wireless access points

* Carry out proactive monitoring of systems and infrastructure to ensure performance and uptime
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Projects & Continuous Improvement

* Support delivery of IT infrastructure and system improvement projects

* Identify opportunities to enhance systems, processes, and user experience

* Produce and maintain technical documentation and knowledge base materials
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Compliance & Security

* Ensure IT practices align with Cyber Essentials and ISO
27001 standards

* Assist with internal and external audits

* Support reporting and investigation of information security incidents
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