IT Support & Infrastructure Analyst (365 Engineer)
Location: Harrogate | Contract | Department: Technology
Are you a proactive and technically skilled IT professional with a passion for delivering exceptional support and driving continuous improvement? We’re looking for an IT Support & Infrastructure Analyst to join our dynamic team and play a key role in supporting our people, systems, and infrastructure.
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About the Role
As an integral part of the IT team, you’ll provide first and second-line support (with elements of third-line) to all Lemployees—including board members and non-executive directors. You’ll also act as deputy to the IT Manager and contribute to the smooth running of our IT operations, infrastructure, and service delivery.
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Key Responsibilities
IT Support
* Deliver high-quality technical support (1st/2nd line, some 3rd line) across the organisation.
* Build trust and rapport with users at all levels through clear, friendly, and professional communication.
* Manage incidents and service requests using TOPdesk ITSM tool.
* Support onboarding, configuration, and maintenance of IT equipment (laptops, mobile devices, printers, AV).
* Maintain and support meeting room AV and collaboration tools.
* Coordinate with third-party suppliers for troubleshooting and service delivery.
* Manage the out-of-hours standby rota with HostX.
Network & Infrastructure
* Assist in managing CISCO Meraki network hardware and Azure/Intune cloud infrastructure.
* Support key applications including Microsoft 365, Adobe Acrobat, and Veeam SaaS Backup.
* Contribute to lifecycle planning for IT infrastructure and ensure security and reliability.
Asset & Vendor Management
* Track and manage IT assets using CMDB tools.
* Prepare and deploy IT equipment for business needs.
* Maintain relationships with IT vendors and service providers.
* Stay up to date with emerging technologies and recommend cost-effective solutions.
Policy, Projects & Process
* Support the creation and enforcement of IT policies and procedures.
* Assist in managing IT projects, including digital transformation initiatives.
* Promote continuous improvement by identifying recurring issues and suggesting enhancements.
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What We’re Looking For
Technical Skills
* Strong knowledge of Windows OS, Microsoft 365, Azure, Intune, and enterprise applications.
* Understanding of networking fundamentals (TCP/IP, LAN/WAN/Wi-Fi).
* Familiarity with cybersecurity principles and ITIL practices.
* Experience with ITSM tools, change management, and data reporting.
Soft Skills
* Friendly, approachable, and empathetic with a strong customer service mindset.
* Excellent communication skills—able to explain technical concepts to non-technical users.
* Strong problem-solving, time management, and multitasking abilities.
* Detail-oriented with a passion for continuous learning and improvement.
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Sounds like you? Apply below!