IT Support Analyst

• Provide escalated technical support for end-users across a global, remote-first environment, with a focus on Microsoft 365, Microsoft Entra ID (Azure AD), and Intune-managed devices.
• Troubleshoot and resolve issues related to identity, access, authentication (MFA, SSO), endpoint configuration, and collaboration tools (Teams, Outlook, SharePoint, OneDrive).
• Support device provisioning using Microsoft Autopilot, ensuring zero-touch deployment and configuration of laptops and mobile devices.
• Support end-user hardware (laptops, docks, monitors) and software lifecycle processes, coordinating with third-party vendors for repairs or replacements when required.
• Collaborate with infrastructure and cloud teams to assist in rollouts, upgrades, and service improvements that impact the end-user environment.
• Contribute to knowledge-base development by documenting recurring issues, resolutions, and best practices to improve first-time resolution and enable self-service.
• Participate in the continuous improvement of helpdesk operations by identifying automation opportunities and recommending process enhancements.
• Resolve end-user issues as part of the IT Service Desk workflows, meeting agreed service levels.
• Protect the confidentiality of company and client data by administering user accounts, groups, and licenses in Microsoft 365 and Entra ID under least-privilege principles, and by provisioning and de-provisioning access correctly during onboarding and offboarding.
• Protect the integrity of the endpoint estate by investigating and resolving conditional-access, endpoint-compliance, and security-baseline issues using Microsoft Intune and Defender for Endpoint, and by keeping devices patched and compliant.
• Support availability by monitoring endpoint health, patching status, and cloud-application access, and by escalating issues that threaten service continuity.
• Handle data securely throughout the device and identity lifecycle, including secure data wipe and asset return at offboarding.
• Report any actual or suspected security incident, weakness, or policy breach promptly, and support security investigations where required.
• Operate access-management and endpoint-security controls to a high standard: grant and revoke access under least-privilege principles, keep managed devices compliant and patched, handle data securely across the device and identity lifecycle, and promptly report any security incident, weakness, or policy breach.

Requirements & Experience 

• 3+ years of experience in a technical support or helpdesk role, preferably within a cloud-centric or remote-first organisation.
• Hands-on experience with Microsoft 365, Microsoft Entra ID, Intune, Autopilot, and Defender for Endpoint.
• Exceptional problem-solving skills, with the ability to resolve complex issues efficiently.
• Strong understanding of network technologies and protocols.
• Change-management awareness and strong organisational skills.
• Good understanding of IT security and secure data-handling principles.
• Aptitude for discovering and learningnew technologiesand concepts.
• Industry-recognised related certification desirable.

Key Competencies 

• Communicate clearly, both written and verbal.
• Troubleshoot and problem-solve regularly.
• Work in a team as well as on your own initiative.
• Be focused on the customer.
• Make good business decisions.
• Be flexible.

OUR RECRUITMENT PROCESS 

1. 45min Teams interview with the Recruitment Team
2. Language test if applicable to the role

1. Technical test if applicable 
2. 45 min Teams interview with the Hiring Team