It Support & Infrastructure Analyst Ftc

IT Support & Infrastructure Analyst

Salary: £35,000 - £45,000 (depending on experience). On‑Site, Full‑time contract.

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

• 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 on‑site and collaborate closely with end users and internal teams.
• Availability for occasional travel as required.
• Willingness to undergo security and background screening in line with business requirements.

• At least five GCSEs (or equivalent), including Maths and English.

• 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.

• Support and administer a Document and Email Management System (iManage preferred, or equivalent DMS platforms).
• Support key applications, including:
  • Print management solutions (Uniflow, Flow Matrix)
  • Email security platforms (Mimecast)
  • Secure file transfer solutions (Egress)

• Support and maintain 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.

• 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.

• 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.

• 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.

• Friendly and approachable with a strong service ethic.
• Well‑organised with excellent attention to detail.
• Reliable and accountable, with a sense of ownership.
• Enthusiastic and keen to continuously develop.

We are proud to be an equal opportunities employer.