IT Support Analyst

Summary:

We are looking for a tech-savvy and customer-centric IT Support Analyst to join our IT team in Snodland. In this role, you won't just be fixing technical issues—you’ll be empowering our people to work efficiently, securely, and seamlessly in a modern hybrid environment. As the frontline face of IT, you will deliver exceptional user support, fast-paced technical troubleshooting, and high-quality omnichannel service for both office and remote workers.

If you enjoy solving problems, learning new technologies, and making tech work effortlessly for people, we’d love to hear from you.

• Omnichannel Support & Technical Resolution:
  Deliver high-empathy 1st and 2nd-line technical support across phone, portal (Jira Service Management), and face-to-face interactions. Diagnose and resolve hardware, software, network, and SaaS issues across a range of environments including Google Workspace, Active Directory, Windows, iOS, and Android to rapidly restore user productivity.
• Onboarding & Asset Lifecycle Management:
  Coordinate end-to-end device staging, software installation, and account provisioning to ensure a seamless Day One experience for new starters. Maintain meticulous records across both physical and logical asset inventories throughout the device lifecycle.
• Endpoint Health & Security:
  Assist in managing company endpoints (laptops, mobile devices, remote access/VPNs) to ensure devices remain properly patched, secure, and compliant with internal IT standards.
• Knowledge-First Support & Data Integrity:
  Embrace a Knowledge-Centered Service (KCS) approach by maintaining high data integrity in Jira ticket logging while actively drafting clear Knowledge Base (KB) articles to drive self-service deflection and empower users.
• Continuous Improvement & Project Support:
  Identify recurring technical issues, explore opportunities for optimisation and automation, and collaborate with the wider IT team on hardware rollouts, system migrations, and cloud software implementations.

• Proven Technical Support
  
  Experience:
  
  Demonstrable background delivering 1st/2nd-line support in an IT Service Desk or End User Services environment, including hands‑on experience using modern ITSM tools (e.g., Jira Service Management, Service Now).
• Core Systems, SaaS & Identity Knowledge:
  Experience managing user accounts and administration across Google Workspace or Microsoft 365, identity management platforms (Active Directory / Entra ), and Windows operating systems.
• Endpoint & Network Troubleshooting:
  Practical troubleshooting skills across laptops, mobile endpoints (iOS/Android), peripherals, and hybrid connectivity setups.
• Customer Focus & Task Management:
  Exceptional empathetic communication skills—with the ability to explain complex tech concepts to non-technical staff clearly—combined with strong organisational skills to prioritise competing tasks under pressure.
• Mobility & Site Support:
  Valid UK Driver’s License and a willingness to participate in occasional site/depot visits and be on a team standby rota.
• Endpoint Management (UEM/MDM):
  Experience with endpoint management platforms, like Ivanti Endpoint Manager, Manage Engine, Intune, Jamf, or Knox are desirable.
• Basic Scripting & Automation:
  Familiarity with Power Shell or Google Apps Script to automate routine administrative and support tasks are desirable.
• Industry
  
  Certifications:
  
  Credentials such as ITIL v4 Foundation, CompTIA A+/Network+, or Microsoft/Google fundamentals are desirable.
• Security & Project
  
  Experience:
  
  General understanding of endpoint security hygiene (phishing mitigation, identity protection) and hands‑on participation in hardware refreshes or office IT rollouts would be desirable.

Grow a career with a meaningful purpose. We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent…