A well-established organisation operating across multiple technical and engineering disciplines is seeking an experienced Technical Support Analyst to join its internal IT support function. The company delivers large-scale infrastructure and technical projects and supports a broad user base across multiple business units. The organisation offers a collaborative working environment, ongoing professional development opportunities, and clear progression pathways for ambitious IT professionals. Role Overview The Technical Support Analyst will provide high-level IT support to internal users, ensuring the smooth operation of business-critical systems and infrastructure. The successful candidate will act as an escalation point for technical issues, support end users across a range of technologies, and work closely with infrastructure and systems teams to improve service delivery. This role requires strong troubleshooting capability, excellent communication skills, and a proactive approach to problem solving in a fast-paced environment. Key Responsibilities Deliver advanced technical support to internal users across hardware, software, and cloud-based environments. Investigate, troubleshoot, and resolve escalated IT incidents and service requests. Act as a point of escalation for first-line support teams and coordinate effectively with infrastructure and systems administrators. Support and administer Microsoft Azure environments. Assist with user account management, permissions, and access controls. Maintain accurate records of IT assets and support activities. Support IT asset management processes and lifecycle tracking. Participate in IT projects including hardware rollouts, software deployments, upgrades, and migrations. Create and maintain technical documentation, knowledge base articles, and support procedures. Perform root cause analysis on recurring technical issues and recommend long-term fixes. Manage support requests via ticketing systems, email, and phone support channels. Identify opportunities to automate routine tasks and improve operational efficiency. Participate in an on-call or out-of-hours support rota where required. Required Skills & Experience Previous experience in a Technical Support, Service Desk, or IT Support Analyst role. Strong troubleshooting and problem-solving abilities. Experience supporting Microsoft Azure environments. Knowledge of Microsoft 365 technologies including SharePoint. Familiarity with IT Asset Management (ITAM) processes. Excellent customer service and stakeholder communication skills. Ability to prioritise and manage multiple support issues simultaneously. Strong attention to detail and a proactive, hands-on approach. Comfortable working independently and collaboratively within technical teams. Strong written and verbal communication skills. Preferred Qualifications Degree or diploma in Information Technology, Computer Science, or a related discipline. Relevant Microsoft certifications or equivalent technical certifications. Experience working within enterprise or multi-site environments. Whats on Offer Competitive salary package. Career progression and development opportunities. Exposure to enterprise-scale infrastructure and cloud technologies. Collaborative and supportive team environment. Ongoing training and professional development. Opportunity to contribute to continuous improvement initiatives within IT operations.
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