At a Glance
- Tasks: Provide second-line IT support and improve services for our tech-savvy team.
- Company: Join a forward-thinking company that values innovation and collaboration.
- Benefits: Enjoy a hybrid work model, competitive pay, and comprehensive health benefits.
- Other info: Embrace lifelong learning and career growth in a culture of trust.
- Why this job: Make a real impact in a dynamic environment while growing your IT skills.
- Qualifications: 2+ years in IT support, with a knack for problem-solving and communication.
The predicted salary is between 40000 - 45000 £ per year.
As an IT Support Analyst, reporting to the IT Service Manager, you will be responsible for the availability and operational delivery of Vacuum Technology Business Area (VT BA) IT systems and services at VT BA site facilities EMEA, primarily to the UK and Ireland, to the agreed levels of service (SLA). You will take account of the changing or variable demands of the business and seek continuously and proactively to improve services in the most cost-effective and timely manner.
- Deliver second-line IT support to end users across Burgess Hill and regional EMEA sites including the UK and Ireland, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
- Respond to incidents and service requests escalated from the global Service Desk ensuring timely resolution and accurate documentation in line with ITIL® processes.
- Carry out device lifecycle management including procurement, imaging, deployment, patching, and decommissioning using tools such as Intune, SCCM, and Autopilot.
- Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
- Liaise with network and server teams for site-level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity and other needed requests.
- Maintain an accurate hardware/software asset inventory and CMDB records, using ServiceNow and Power BI reporting for compliance, hygiene, and audit tracking.
To succeed, you will need:
- 2+ years’ experience in a second-line IT support or desktop support role within a multi-site or regional organisation.
- Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
- Proficiency in using ITSM platforms (preferably ServiceNow) to manage incidents, requests, and assets.
- Experience with Microsoft Intune, SCCM, and Autopilot for managing and deploying devices.
- Strong understanding of ITIL-based practices including incident management, service requests, knowledge creation, and change management.
- Basic understanding of networking principles (TCP/IP, DHCP, OSI model), Wi-Fi access, and cabling standards.
- Familiarity with Active Directory and Azure AD concepts.
- Clear and effective communicator, both written and verbal, with experience in creating documentation and service descriptions.
In return, we offer:
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our office in Bristol, United Kingdom (GB).
IT Support Analyst employer: Atlas Copco Airpower N.V.
As an IT Support Analyst at our Bristol office, you will thrive in a culture of trust and accountability, where innovation is driven by our talented team. We offer a hybrid working arrangement that promotes work-life balance, alongside comprehensive benefits and opportunities for lifelong learning and career growth, making us an excellent employer for those seeking meaningful and rewarding employment.
