Job Description

IT Operations Support Analyst

Location: Derby, Alfreton

Hybrid working (after training period 4+1).

Are you an experienced IT Support Engineer looking for your next challenge? We're looking for a talented 1st & 2nd Line IT Support Engineer to join our Global company with an office based in South Normanton. You'll deliver high-quality technical support across Office 365, Windows 10/11, Intune, Azure, networking, and hardware systems - ensuring users receive excellent service every time.

This is an exciting opportunity for someone who enjoys troubleshooting, problem-solving, and helping people get the best out of their technology.

Key Responsibilities for the role of IT Support Engineer:

• Provide 1st and 2nd Line IT support via phone, remote tools, and ticketing system. Diagnose and resolve issues across hardware, software, Office 365, Windows 10/11, Intune, and Azure.
• Troubleshoot problems related to Active Directory, group policies, and user access permissions.
• Configure and deploy PCs, laptops, mobile devices, and peripherals. Investigate and propose automation solution where possible to elevate heavy problem solving.
• Escalate complex technical issues to 3rd Line Support or external vendors where necessary.
• Build and maintain detailed and accurate process documentation and user guides
• Follow IT security, data protection, and backup policies at all times.

Skills & Experience Required:

• Proven experience in IT Support / Helpdesk / Service Desk / Technical Support (1st and 2nd Line).
• Strong working knowledge of Microsoft 365 / Office 365, Windows 10/11, Intune, Azure AD and PowerApps. Some working knowledge of SQL Databases and PowerBi preferrable.
• Familiar with Active Directory, Fault finding, laptop build and asset management.
• Experience using ITSM / ticketing tools (such as Freshdesk, Zendesk, or ServiceNow).
• Excellent troubleshooting, communication, and customer service skills.
• Ability to manage multiple tickets and prioritise effectively.
• A proactive, hands-on approach with strong attention to detail.
• Work with a supportive and collaborative IT team.
• Hands-on exposure to a wide range of modern technologies.
• Excellent opportunity to progress your IT career in a varied, technical environment.
• SharePoint design experience preferrable.

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