IT Support Analyst (1st/2nd Line)
Location: Derby
Salary: £25,000 - £28,000
Type: Permanent, Full-Time
A growing organisation in the Midlands is looking to add an experienced 1st/2nd Line IT Support Analyst to their internal IT team. The business is investing heavily in modernising its technology stack, and this role offers strong exposure to Microsoft 365, Azure, device management and infrastructure support.
This is an ideal move for someone who wants real progression, hands-on experience, and the chance to build their technical skill set in a modern environment.
The Role
You'll be part of a small, friendly support team providing 1st and 2nd line support across the organisation. You'll handle a mix of tickets, device builds, user admin and small project work as the business continues upgrading systems and improving processes.
Key Responsibilities
Provide 1st & 2nd line support across desktops, laptops, mobile devices and applications
Troubleshoot Windows 10/11, Microsoft 365 apps (Teams, OneDrive, Exchange Online)
Manage tickets and resolve issues within agreed SLAs
Administer Active Directory / Entra ID (user accounts, groups, permissions)
Support basic networking (DNS, DHCP, Wi-Fi, connectivity issues)
Deploy and configure Windows devices to standard builds
Support telephony/VoIP issues
Assist with upgrade and rollout projects
Maintain documentation and follow internal processes
What We're Looking For
You should have experience in a 1st/2nd line support role and be confident working independently and as part of a team.
Essential:
Solid Windows 10/11 support experience
Strong knowledge of Microsoft 365 (Teams, Exchange, OneDrive)
Good Active Directory experience (resetting passwords, creating users, permissions, groups)
Understanding of networking basics: DNS, DHCP, firewalls, Wi-Fi, subnets
Experience handling tickets in a structured support environment
Confident communicator with a customer-first mindset
Desirable (not required):
Exposure to Azure / Azure AD
Experience with endpoint builds or imaging
ITIL certification
CompTIA A+ or similar
Scripting or automation basics (PowerShell)
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