Job Description
1st / 2nd Line - Windows and Mac
The 1st / 2nd Line Support Analyst will be part of a new team, providing phone support and hands-on, desk-side systems support for end users across multiple locations.
This role involves end-to-end support for end-user issues, including setting up new starters and leavers, and supporting infrastructure and application groups. The Technical Support Analyst is responsible for installing, configuring, and troubleshooting end-user hardware, software, and peripherals such as desktops, laptops, printers, MFDs, and mobile devices.
Responsibilities
* Provide technical assistance and end-user support
* Deliver excellent customer service to all users
* Utilize ITIL processes (experience preferred)
* Support Windows (85%) and Mac (15%) environments, with VIP treatment for Mac users
* Knowledge of OKTA, Active Directory, Azure AD, and Entra IT is beneficial
* Balance support tasks between 1st and 2nd line
Candidate Profile
* Passionate about customer service and making a difference
* Ability to work in a dynamic environment, prioritizing and multitasking effectively
* Expertise in providing PC support and resolving hardware/software issues
* Strong problem-solving, communication, and interpersonal skills
Skills Required
* Experience managing customer issues via ticketing systems like Freshservice
* Proficiency in Windows 10/11 and MacOS desktop support
* Knowledge of OKTA, Active Directory/Azure AD, Microsoft InTune
* Experience with AV meeting room setup, Microsoft Teams, Zoom
* Basic networking and DNS knowledge
* Hardware support skills (laptops, printers)
* Supporting client VPN access and troubleshooting printing issues
Benefits
* Starting with 25 days of holiday, increasing to 30, plus one floating holiday
* Six additional summer days off
* Eight wellness days for personal use
* Company shutdown over Christmas
Additional Perks
* Potential for a 7.5% performance-based bonus
Work arrangement: 3 days onsite in Hammersmith, 2 days remote, subject to proven reliability and quality.
Diversity, equity, and inclusion are core values. Boston Hale is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, religion, sex, sexual orientation, age, disability, or other protected status.
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