IT Support Analyst

at  Imaginera

IT Support Analyst
Location: Hybrid with Bristol office base. You will be expected to occasionally travel to our other (Oxford) office as required.
Working hours: 7.5 hours per day, Monday to Friday, between the hours of 08.00 and 18.30
You may also be required to be on an on-call rota.
The role
We’re looking for an IT Support Analyst to be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of requests relating to end-user (client and employee) questions, hardware, software, peripherals, applications, systems and services, and projects. You will also be involved in system administration, the management of technical vulnerabilities, asset management, onboarding/offboarding, access controls and reacting to information security events.
You will be working in the Service Desk team within the IT department which is headed up by the Head of IT. This is a full time, level 1/2 support role in a typical IT support infrastructure, with a business-focused mindset.

Responsibilities

• Assist all staff with any computer or IT related enquiries
• Assist users over the phone, in-person, and remotely
• Administering cloud services (including Microsoft Entra, Microsoft 365, Microsoft Teams, Microsoft Azure, and any other IT related cloud services)
• Configure, deploy, relocate and ongoing maintenance of IT systems (including patch/anti-virus management/technical vulnerability management)
• Manage user accounts, services and licenses across our various cloud platforms
• Assist with the generation of documentation (including reports, configuration standards, standard operating procedures, work instructions, and any other technical documentation)
• Monitor, identify, report, and respond to information security events
• Maintaining an upto date register of assets (systems, software, equipment)
• Liaising with external parties regarding IT matters (suppliers, clients, etc)

Required skills and experience
Our ideal candidate will have a broad range of personal and technical skills.

Personal skills:

• Excellent verbal and written communication
• Ability to communicate technical issues to technical and non-technical persons
• Experience providing in-person as well as remote support via phone and remote-control applications
• Quick analytic response to resolve issues in any situation
• Self-motivated, willing to learn and determined to always find a solution
• Able to work in a fast pace environment
• Passion for technology and automation
• Keen interest in information security

Technical skills:

• Experience of service/help desk solutions (Freshservice, ServiceNow, etc.)
• Experience of MDM / MAM solutions (Microsoft Intune, etc)
• Experience of EDR/XDR solutions (Microsoft Defender, etc)
• Experience of working in cloud-first organisations (no physical infrastructure or data centres to support)
• Advanced level knowledge in the use of all Office software (Word, Excel, Outlook, etc)
• Experience in the set-up, configuration, and use of computer hardware, software and networks
• Appreciation/awareness of cyber security principals and controls to protect company resources
• Experience of SIEM solutions (Sentinel, Splunk, etc)
• Basic understanding of cloud services (Microsoft Azure, etc)
• Experience of log management/monitoring tools (Azure Monitor, Solarwinds, Splunk, etc)
• Knowledge of information security standards (Cyber Essentials, ISO 27001, etc)
• Experience in the insurance/reinsurance industry
• Experience of programming languages (PowerShell, T-SQL, C#, etc)

Educational requirements:

• A degree in information systems, computer science, information security, IT or any other related fields
• At least 3 A-Levels (or equivalent) and 5 GCSE’s (or equivalent) A-C – 2 of which must be English and Maths
• Professional certifications through Microsoft

• Assist all staff with any computer or IT related enquiries
• Assist users over the phone, in-person, and remotely
• Administering cloud services (including Microsoft Entra, Microsoft 365, Microsoft Teams, Microsoft Azure, and any other IT related cloud services)
• Configure, deploy, relocate and ongoing maintenance of IT systems (including patch/anti-virus management/technical vulnerability management)
• Manage user accounts, services and licenses across our various cloud platforms
• Assist with the generation of documentation (including reports, configuration standards, standard operating procedures, work instructions, and any other technical documentation)
• Monitor, identify, report, and respond to information security events
• Maintaining an upto date register of assets (systems, software, equipment)
• Liaising with external parties regarding IT matters (suppliers, clients, etc