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 solutions 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 preferable.
* 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 preferable.
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