A well-established organisation operating across multiple technical and engineering disciplines is seeking an experienced Technical Support Analyst to join its internal IT support function. The company delivers large-scale infrastructure and technical projects and supports a broad user base across multiple business units.

The organisation offers a collaborative working environment, ongoing professional development opportunities, and clear progression pathways for ambitious IT professionals.

Role Overview

The Technical Support Analyst will provide high-level IT support to internal users, ensuring the smooth operation of business-critical systems and infrastructure. The successful candidate will act as an escalation point for technical issues, support end users across a range of technologies, and work closely with infrastructure and systems teams to improve service delivery.

This role requires strong troubleshooting capability, excellent communication skills, and a proactive approach to problem solving in a fast-paced environment.

Key Responsibilities

• Deliver advanced technical support to internal users across hardware, software, and cloud-based environments.
• Investigate, troubleshoot, and resolve escalated IT incidents and service requests.
• Act as a point of escalation for first-line support teams and coordinate effectively with infrastructure and systems administrators.
• Support and administer Microsoft Azure environments.
• Assist with user account management, permissions, and access controls.
• Maintain accurate records of IT assets and support activities.
• Support IT asset management processes and lifecycle tracking.
• Participate in IT projects including hardware rollouts, software deployments, upgrades, and migrations.
• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Perform root cause analysis on recurring technical issues and recommend long-term fixes.
• Manage support requests via ticketing systems, email, and phone support channels.
• Identify opportunities to automate routine tasks and improve operational efficiency.
• Participate in an on-call or out-of-hours support rota where required.

Required Skills & Experience

• Previous experience in a Technical Support, Service Desk, or IT Support Analyst role.
• Strong troubleshooting and problem-solving abilities.
• Experience supporting Microsoft Azure environments.
• Knowledge of Microsoft 365 technologies including SharePoint.
• Familiarity with IT Asset Management (ITAM) processes.
• Excellent customer service and stakeholder communication skills.
• Ability to prioritise and manage multiple support issues simultaneously.
• Strong attention to detail and a proactive, hands-on approach.
• Comfortable working independently and collaboratively within technical teams.
• Strong written and verbal communication skills.

Preferred Qualifications

• Degree or diploma in Information Technology, Computer Science, or a related discipline.
• Relevant Microsoft certifications or equivalent technical certifications.
• Experience working within enterprise or multi-site environments.

What’s on Offer

• Competitive salary package.
• Career progression and development opportunities.
• Exposure to enterprise-scale infrastructure and cloud technologies.
• Collaborative and supportive team environment.
• Ongoing training and professional development.
• Opportunity to contribute to continuous improvement initiatives within IT operations.