IT Support Analyst; Shift

Purpose

The IT Support Analyst is a critical member of the Technology team, ensuring that our infrastructure and hardware remain operational during our peak warehouse and "twilight" operational hours. This role provides a bridge between standard office hours and our late-running logistics operations, offering hands‑on technical support and proactive maintenance when the core team is off‑site.

• Twilight Support:
  Provide dedicated support to warehouse staff and management during the 5:00 PM‑9:00 PM window
• Weekend Sovereignty:
  Act as the sole technical point of contact during weekend shifts, ensuring all systems remain live for order processing
• Handover Participation:
  Attend a daily 30‑minute sync at 12:00 PM with the Senior IT Support Analyst to transition active tickets and priorities

• Workstation Management:
  Setting up, configuring, and deploying laptops, desktops, and mobile devices for new and existing staff
• Network Physicals:
  Managing office and warehouse cabling (Cat6), patching racks, and ensuring WiFi access points are optimally positioned and functional
• Peripherals & Assets:
  Responsible for the "office vitals"—printers, scanners, CCTV cameras, and boardroom AV equipment
• Asset Tracking:
  Maintaining an up‑to‑date inventory of all company hardware and software licenses

• First‑Line Response:
  Acting as the first point of contact for staff technical issues (Computer troubleshooting, password resets, software installs)
• Troubleshooting:
  Diagnosing and resolving connectivity issues, hardware failures, and "bugs" in internal tools
• Escalation:
  Identifying complex issues that require the Senior IT Support Analyst's intervention and providing them with clear diagnostic notes

• User Provisioning:
  Setting up new users in Microsoft 365e and managing folder permissions
• Security Compliance:
  Ensuring all devices have updated Antivirus, OS patches, and adhere to company security policies
• Documentation:
  Creating simple "User Guides" for staff (e.g., "How to configure x label printer")

• Test new software systems:
  Physically test new software systems, and give feedback to developers and QA
• Test Hardware devices:
  Ensuring all devices are fit for purpose before being rolled out

• Clear career development and progression opportunities
• 33 days' holiday allowance, including bank holidays
• Free on‑site parking
• Paid birthday leave