Job Description
Sittingbourne, Kent
Full-time | Permanent
Love tech? Great with people? Enjoy fixing problems and making someone’s day a bit better?
We’re looking for a Support Analyst to be the friendly first face (and voice) our customers meet when they need help.
What you’ll be doing
* Being the first point of contact for customer IT issues
* Solving first-line technical problems (and knowing when to escalate)
* Keeping customers in the loop with clear, human-friendly updates
* Logging tickets properly (details matter!)
* Working closely with engineers to get issues resolved quickly
* Spotting recurring issues and helping us improve how we do things
* Always working securely and in line with ISO 27001 / ISMS standards
Technologies you'll work with
* Desktop and server operating systems
* Active Directory, networking and virtualisation
* Network infrastructure (TCP/IP, DNS, DHCP, routers, switches, firewalls, wireless)
* Endpoints such as desktops, servers, printers and mobile devices
* Core software platforms including email, antivirus and backup solutions
About you
You’ll be someone who combines technical curiosity with excellent people skills. You’ll thrive in a fast-paced support environment and take genuine pride in helping customers.
You’re likely to demonstrate:
* Clear, confident communication skills – able to explain technical issues to non-technical users
* A customer-first mindset and strong sense of ownership
* The ability to stay calm and professional under pressure
* Attention to detail when logging tickets and following processes
* A collaborative and respectful approach to working with others
* A desire to learn, improve and develop your technical skills
Skills and experience
We’re looking for candidates who can show:
* Previous experience in a technical support or service desk role (MSP experience is desirable)
* A solid understanding of common IT systems, networks and troubleshooting techniques
* Strong written and verbal communication skills
* The ability to manage multiple priorities effectively
* Familiarity with ITIL principles (desirable)
* Relevant certifications such as CompTIA A+, Microsoft Fundamentals, or equivalent (preferred)