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:
1. 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.
2. Troubleshoot problems related to Active Directory, group policies, and user access permissions.
3. Configure and deploy PCs, laptops, mobile devices, and peripherals. Investigate and propose automation solution where possible to elevate heavy problem solving.
4. Escalate complex technical issues to 3rd Line Support or external vendors where necessary.
5. Build and maintain detailed and accurate process documentation and user guides
6. Follow IT security, data protection, and backup policies at all times.
Skills & Experience Required:
7. Proven experience in IT Support / Helpdesk / Service Desk / Technical Support (1st and 2nd Line).
8. Strong working knowledge of Microsoft 365 / Office 365, Windows 10/11, Intune, Azure AD and PowerApps. Some working knowledge of SQL Databases and PowerBi preferrable.
9. Familiar with Active Directory, Fault finding, laptop build and asset management.
10. Experience using ITSM / ticketing tools (such as Freshdesk, Zendesk, or ServiceNow).
11. Excellent troubleshooting, communication, and customer service skills.
12. Ability to manage multiple tickets and prioritise effectively.
13. A proactive, hands-on approach with strong attention to detail.
14. Work with a supportive and collaborative IT team.
15. Hands-on exposure to a wide range of modern technologies.
16. Excellent opportunity to progress your IT career in a varied, technical environment.
17. SharePoint design experience preferrable.
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