Analyst, IT Support

About the role

Our IT support analysts are the front line of our managed IT service. You will resolve tickets for client staff, keep devices and accounts healthy, and escalate the right issues to our engineers and security team with the information they need. You care about fixing the cause, not just the symptom, and about explaining things in plain language.

What you will do

• Respond to and resolve support tickets promptly through our ticketing system
• Troubleshoot hardware, software and network issues on Windows, macOS and mobile devices
• Administer Microsoft 365 accounts, licences, email and permissions
• Help maintain client servers, networks and cloud services on AWS, Azure and Google Cloud
• Apply security measures: patching, endpoint protection, multi-factor authentication and backups
• Coach users on new tools and on security habits that prevent incidents
• Document fixes, procedures and configurations so the next person can move faster
• Take part in an on-call rotation for critical client systems
• Suggest improvements to our processes, tooling and knowledge base

What you bring

• Bachelor's degree in Computer Science, Information Technology or a related field
• 3 to 5 years in IT support, ideally at an MSP or in a busy in-house IT team
• Strong knowledge of Windows and macOS, plus iOS and Android basics
• Networking fundamentals: TCP/IP, DNS, DHCP and VPN troubleshooting
• Familiarity with ITIL practices and ticketing systems
• Some scripting in PowerShell or Bash to automate repeat work
• Patience, clear communication, and the ability to explain technical issues to anyone

Nice to have

• CompTIA A+, Network+, Microsoft 365 or ITIL certifications
• Experience with RMM and endpoint detection tools
• Basic SQL and version control with Git

How to apply

Apply through our online application form with your CV (PDF or Word, 5 MB or less) and an optional cover letter. The role is already selected for you. Our hiring team reads every application and will contact you if there is a fit. We do not accept applications by email.