IT Customer Experience Support Analyst

We seek an IT Customer Experience Support Analyst to be onsite Monday through Friday in our Manchester office.

An experienced IT Services Technician with strong knowledge and experience in world-class IT service delivery will bring a positive, can‑do attitude, a solid work ethic, and a desire to learn. You thrive on meeting deadlines! Candidates must have experience working in modern technology organizations capable of meeting the demanding needs of high‑caliber engineers, field sales, customer success, and finance people.

Our IT Team delivers the complete life cycle of IT services for the staff at Anaplan, from onboarding and setup, to upgrade, installation, troubleshooting, repair and replacement of hardware and software solutions, asset recovery, and protection. This team also has architectural responsibilities in the areas of end‑user computer infrastructure, printing, and conference room technologies, supporting AV, teleconferencing, All‑Hands, and departmental events.

Our team members operate in the sweet spot of focus on an empathetic, superior customer support experience, comfortable with communicating well and setting expectations while being an all‑round Ace problem solver with excellent IT technical skills.

• Explain system issues to business or non‑technical personnel
• Strong MacOS, Office 365 / SharePoint, and Exchange Online experience
• Service Now Service Management or other ticketing system knowledge
• Installation and administration of software systems and ability to provide analysis and recommendations to both technical and business units
• Surveying and analyzing systems and/or software tools and providing recommendations as requested by technical and/or business units to improve performance and efficiency, monitoring and data collection
• Strong organizational, problem‑solving, and analytical skills with an acute attention to detail
• High standards of technical competency and quality of work

• Bachelor’s Degree in Computer Science, Computer Information Systems, or a similar degree or equivalent work experience
• Problem‑solving whiz in Mac and Windows hardware
• Experience supporting Microsoft Office 365 suite of products (Outlook, Excel, Word, PowerPoint, etc.) on BOTH Mac and Windows
• Microsoft SCCM and InTune for Windows software/hardware admin
• Understanding of JAMF for macOS
• Understanding of Windows Server OS and ability to troubleshoot and correct problems
• Experience with VMware
• Troubleshooting skills with wireless and wired networks, firewall, and telecommunication devices
• Exceptional verbal and written communication skills
• Ability to quickly learn new skills and technologies
• Experience and familiarity with monitoring/alerting tools (i.e. PRTG, Whats Up Gold, Logic Monitor, etc.)
• Enterprise AV/Endpoint Detection solutions (e.g. Bitdefender, Abnormal Security, Proofpoint, Crowd Strike, etc.)
• Exposure to Palo Alto Network, Cisco routers and switches, and firewalls
• Experience working as part of a hybrid onshore/offshore workforce
• Experience with US, EMEA, APAC ISPs
• Meraki/Aruba (legacy) APs
• Jira ITSM/Service Now ITOM/ITSM
• Access Management - Okta/Active Directory/Red Hat LDAP
• Slack/Slack Grid/Atlas
• Audio‑Visual (Neat, Web Ex, Zoom)
• Executive presentations (Powerpoint, Lucidchart, Lucidspark)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader.

We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.