Support Analyst

Job Description

My client provides design, deployment, support, and optimisation services built around four core technical areas: Application & Digital Innovation, Modern Workplace, Cloud Transformation, and Network Services. Their managed service model is designed with cloud adoption in mind, with a strong emphasis on continuous optimisation. The goal is to move customers away from the traditional large-scale IT refresh every few years, and instead deliver a service that embeds projects, updates, and enhancements into the ongoing managed service.

As part of the Operations team, the Infrastructure Support Analyst will focus on customer support, optimisation, and involvement in project delivery across these four technical pillars. The ideal candidate will have broad technical interests, with proven experience in at least one of these areas.

This position is centred on ensuring customer satisfaction through the effective delivery of contracted services. Additional responsibilities include maintaining internal service management platforms such as ITSM, asset management, and monitoring tools.

The role is well-suited to someone who wants to grow their knowledge across multiple technologies in a fast-paced environment. Strong time management, prioritisation skills, and the ability to work within SLAs are essential. For those looking for career progression, my client offers opportunities to specialise in areas such as Modern Workplace, DevOps, Cloud Architecture, or Network Services, or to broaden expertise across multiple disciplines.

Responsibilities

• Diagnose and resolve complex issues related to Microsoft Office 365 (Exchange Online, MS Teams, Intune, Azure Active Directory), Microsoft Azure, and related services, working directly with customers, vendors, and internal teams where required.
• Deliver against agreed SLAs and operational performance targets.
• Follow established procedures to implement changes in live customer environments.
• Provide out-of-hours support on a rota basis.
• Collaborate with internal teams, third-party vendors, and external partners to resolve escalated customer issues.
• Identify and recommend improvements to processes and customer experience.
• Take ownership of escalated support cases through to resolution.
• Visit customer sites when required to deliver support or assist with projects.
• Proactively raise tickets for issues identified in customer environments.
• Ensure ITIL principles are consistently applied.
• Promote a culture of excellent customer service at all times.

Technical Skills & Knowledge

The successful candidate should have knowledge and troubleshooting ability in some of the following areas:

• Microsoft 365 – Exchange Online, MS Teams, Intune, Azure Active Directory, hybrid setups
• Modern Workplace – Windows 10/11
• Microsoft Azure – IaaS deployments, networking, RBAC, policy configuration
• PowerShell scripting for automation and administration

The Person

• Minimum 3 years’ experience in a Tier 2 infrastructure support role, ideally within an MSP or IT services provider.
• Broad technical knowledge rather than narrow specialism.
• Ability to manage workload and prioritise effectively.
• Strong teamwork and communication skills with experience in customer-facing roles.
• Self-motivated, with a focus on continuous personal development.

What My Client Offers

• Employee benefits scheme (after probation):
• Private healthcare
• Death in service cover
• Critical illness cover
• 25 days annual leave
• Hybrid/remote working with occasional travel to client sites
• Ongoing training and professional development opportunities
• A supportive team environment where you’ll feel valued and included