Marcus Evans is a global, multi-faceted media, corporate marketing and business intelligence company, employing 3000 professionals across 59 worldwide locations. Our activities are wide-ranging, providing up-to-the-minute information across all sectors and geographical markets to our clients, fuelling their growth and enhancing their performance.
The IT Support Analyst provides 1st and 2nd line technical support for end-user computing, Microsoft 365 services, applications, voice systems (3CX), and basic network connectivity issues. The role is based in Chicago and primarily supports the North American user base.
As the company operates a global follow-the-sun support model, the IT Support Analyst will collaborate with IT teams in EMEA and APAC and may, on occasion, provide remote support to users in those regions during regional overlap periods or escalation scenarios. All cross-regional support will be delivered remotely and coordinated through the global Service Desk system.
The role is responsible for delivering timely, high-quality technical support, resolving incidents at first or second line where possible, and ensuring accurate documentation and structured escalation in accordance with global IT standards.
This is an in-person role based in our Chicago office.
Key Responsibilities
1st / 2nd Line Service Desk Support
Provide 1st and 2nd line support for desktop, Microsoft 365, application, and voice-related issues via the Service Desk platform.
Diagnose and resolve hardware and software issues in Windows 10/11 enterprise environments.
Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive. There is an escalation path to 3rd line Infrastructrue Support.
Resolve incidents within agreed SLAs, escalating to Tier 3 or Infrastructure teams when required.
Maintain clear, structured, and complete ticket documentation to enable seamless cross-regional handoff.
User & Identity Management
Administer user and computer accounts in Active Directory (password resets, account unlocks, group membership changes).
Support Azure AD / Entra ID user administration.
Manage device enrollment and policy enforcement using Microsoft Intune.
Perform user moves, adds, and changes (MACs).
Maintain accurate asset and configuration records.
Endpoint & Security Compliance
Ensure endpoint antivirus, security tooling, and Windows updates are compliant with company standards.
Support multi-factor authentication (MFA) and conditional access policies.
Follow global IT security and change management procedures.
Networking & Infrastructure Support
Perform 1st / 2nd line troubleshooting for networking issues including DNS, DHCP, VPN, firewalls, and switch connectivity.
Implement minor configuration changes where authorized.
Escalate complex infrastructure or architectural issues appropriately.
Global Collaboration
Participate in the global ticket queue in support of the company’s follow-the-sun operating model.
Provide remote support to EMEA and APAC users during regional overlap periods when required.
Ensure effective cross-regional communication and structured escalation.
Operational Support
Provide on-site floor support within the Chicago office as required.
Participate in scheduled after-hours or overlap support to maintain global service continuity.
Contribute to knowledge base documentation and continuous service improvement initiatives.
Assist with any office moves within NA for which travel may be required.
Must - Have Qualifications
2+ years’ experience in a 1st / 2nd line IT support role.
Experience supporting Windows 10/11 enterprise environments.
Strong working knowledge of Microsoft 365 administration.
Experience managing users and devices in Active Directory and Azure AD.
Familiarity with Microsoft Intune for endpoint management.
Basic troubleshooting knowledge of networking concepts including DNS, DHCP, VPN, firewalls, and switches.
Experience working within an SLA-driven Service Desk environment.
Strong written and verbal communication skills.
Ability to prioritize and manage multiple concurrent incidents effectively.
Customer-focused and service-oriented mindset.
Required Certification: Microsoft 365 Certified: Fundamentals — Exam MS-900
Preferred Qualification
Microsoft Certified: Azure Fundamentals — Exam AZ-900
Exposure to hybrid cloud environments.
Familiarity with ITIL-based service management practices.
Experience in a multinational or multi-region IT support environment.
Compensation & Benefits
Company-reimbursed gym membership.
Health, dental, and vision insurance plus 24/7 telehealth services.
12+ paid holidays annually, including holiday shutdown from Christmas to New Year’s Day.
We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
#LI-Onsite
It's been more than 30 years since entrepreneur and Chairman of the Group, Marcus Evans, launched the first of his businesses. Today, the Group has grown into one of the world's leading business information companies, delivering intelligent and strategic information to forward-thinking Companies at more than 1000 events globally each year.
Our Portfolio
With this wealth of experience at our core, the marcus evans portfolio is now as diverse and successful as the people that help deliver it: marcus evans Summits, Conferences, Forums & Professional Training, The Hospitality Group (THG), The Artists Partnership, Linguarama and Ipswich Town Football Club.
Where and Who We Are
We're located in more than 60 countries worldwide and currently employ around 3,000 people. We've earned our place as a global leader in business intelligence, with our sophisticated lead qualification, face-to-face facilitation and process discipline.
Mission, Vision & Values
Our mission, vision and values are our constant; the backbone of our organization in its entirety. It's these principles that drive us as individuals and as a Company to help our clients succeed - every. single. day.
Why We Matter
We matter to business because we've remained contemporary. There continues to be a strategic place for us in the market; there's a relevancy to what we do for businesses globally. In a nutshell, we help clients achieve their strategic goals by providing market intelligence that’s nearly impossible to find alone, when time and resources are limited. We craft products that help clients drive their organisation’s growth in a more timely, and cost effective way. We listen to what our clients tell us, so we too continue to develop our capabilities for them. That's our secret. We listen and we act! We’re well known for the quality of our offerings.
