IT Support Analyst

About This Opportunity

We are representing a confidential travel technology organization seeking an IT Support Analyst to join their Workplace Technology team in London. Our client is a rapidly growing platform serving millions of users across Europe, and they need a skilled technical support professional to ensure seamless end-user computing experiences across their corporate technology estate.

This is a highly visible role where you'll provide Tier 2 support services, manage end-user computing across MacOS and Windows environments, and deliver dedicated AV/VC support for meeting rooms and internal events. You'll be the face of Workplace Technology, working directly with team members at all levels including executive leadership.

Responsibilities

• Manage ticket lifecycle through active dashboard monitoring, workload management and reporting
• Resolve incidents proactively within SLA, collaborating with Tier 3 teams for technical escalation
• Conduct troubleshooting, diagnostics and root cause analysis
• Progress service requests with exceptional customer service focus
• Engage with end-users through ITSM ticketing platform, collaboration apps and onsite Tech Bar
• Oversee IT asset management including inventory control, hardware refresh cycles, secure disposal compliance and lifecycle management
• Execute seamless onboarding and offboarding: laptop builds, IT inductions, IAM compliance, deprovisioning and asset retrieval
• Provide meeting room AV/VC support using remote administration tools, maintaining media services health
• Deliver in-person and remote technical support for internal events
• Implement and adhere to security standards aligned with ISO requirements
• Maintain strong relationships across teams and key stakeholders
• Contribute to knowledge management documentation and promote knowledge sharing
• Optimize processes through automation, AI and ML where applicable
• Support audit and compliance reviews including PCI and internal assessments

What We're Looking For

Required Technical Experience:

• Solid experience with Windows 11 and Apple ecosystem in enterprise environments (plus working knowledge of Android and Linux)
• Mobile Device Management systems, strategies and deployments (JAMF and Intune)
• SaaS applications including M365, Slack and Atlassian products
• SaaS-based solutions and cloud migration strategies
• Active Directory and Azure Active Directory
• PCI-DSS, ISO 20071 and IT Governance frameworks
• Networks, TCP/IP, DNS, DHCP including LAN, WAN and wireless networks
• Basic understanding of Windows Command Line/PowerShell and Apple Scripting/BASH
• Security tools and best practices
• Runbook implementation and technical documentation development
• ITSM ticketing toolsets, lifecycle ticket management and associated reporting
• Video conferencing solutions and associated hardware/software
• Modern workplace solutions such as Autopilot, Intune and MFA
• Platform integrations, SSO/SAML
• Cloud printing solutions

Desirable Certifications:

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Apple certifications for MacOS such as ACSP (ACTC), JAMF 100
• CompTIA A+

Personal Attributes:

• Dynamic and proactive approach to IT support
• Exceptional customer service with focus on employee experience
• Efficient issue resolution prioritizing business continuity
• Ability to work autonomously and confidently to agreed practices
• Comfortable working onsite 4-5 days per week in London Farringdon
• Strong business acumen to identify priorities and act accordingly
• Highly self-motivated with comfort working across all organizational levels

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and conduct an initial screening conversation. If we believe you're a strong match, we'll submit your profile to our client for consideration. The client's interview process includes a recruiter call, a competency-based interview with two engineers (45 minutes), and a panel interview with key stakeholders (30 minutes).

Please do not contact the client directly. All communication and coordination will flow through our recruiting team to ensure the best experience for you and proper representation of your candidacy.

Pay

Pay via Get A Job.ai: £40,000 base salary

This role is based in London and requires onsite presence 4-5 days per week at the client's Farringdon office. The client operates a hybrid model with a minimum 60% office requirement over 12-week periods.

Equal Employment Opportunity: Get A Job.ai is committed to creating an inclusive recruitment process. We welcome applications from candidates of all backgrounds and work to ensure fair consideration regardless of gender, ethnicity, sexuality, disability, nationality or other protected characteristics.