IT Support Analyst in Birmingham

About sales-i UK Ltd., a SugarCRM Company. From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we are on a mission to help sales teams reach their highest potential. Our diverse team around the world shares a passion for helping customers succeed. Together, we are building a culture that values personal and professional growth and we are proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we are proud of how we show up for our customers every day.

If you are looking to level up your career and help businesses grow better and faster, you are in the right place. Learn more about SugarCRM careers and how you can be part of our journey.

The IT Support Analyst is the primary on-site IT presence for the Solihull office, delivering hands-on technical support to local employees while also providing remote support to users across EMEA. This role partners closely with the global IT team to ensure reliable, secure, and efficient end-user technology and office systems. This position requires working at our Solihull site five days per week to support close collaboration with employees and teams.

• Serve as the primary on-site IT support resource for the Solihull office, delivering a high-quality, user-friendly end-user support experience.
• Monitor and manage the IT Service Desk ticketing system, responding to requests and incidents while meeting defined SLA response and resolution targets.
• Manage user provisioning, device imaging, software installation, and system configuration for Windows and macOS environments.
• Support new hire onboarding and offboarding by preparing IT equipment, ensuring system access, and providing IT introductions as needed.
• Provide hands-on support for end-user hardware, peripherals, printers, and meeting room AV and collaboration technologies.
• Partner with the global IT team and external vendors to troubleshoot issues, minimize downtime, and support global IT initiatives and projects.
• Create and maintain documentation, how-to guides, FAQs, and training materials to empower employees and reduce repeat support issues.
• Collaborate with team members to innovate and drive process changes, efficiencies, and continuous improvements.

• 2-5 years of professional IT support experience in a corporate environment.
• Experience supporting both Windows and macOS systems, with a solid understanding of networking fundamentals and endpoint security best practices.
• Hands-on experience with tools and platforms such as Active Directory, Microsoft 365, Okta, Intune, Kandji, and Autopilot.
• Strong troubleshooting skills with the ability to independently diagnose issues and identify root causes.
• Service-oriented mindset with a passion for delivering exceptional end-user support.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent time management and organizational skills, with the ability to balance multiple priorities in a fast-paced environment.
• Willingness to provide occasional after-hours support for urgent issues or planned IT activities, as needed.

• Associates degree and/or relevant IT certifications (e.g., CompTIA A+, Microsoft, Apple ACSP).
• Experience supporting distributed or global teams.
• Familiarity with asset lifecycle management, including inventory tracking, equipment refreshes, and vendor coordination.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we are looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we are dedicated to adding new perspectives to the team.

• UK Pension Scheme
• Private medical and dental insurance
• Health & Wellness Reimbursement Program
• Unpaid sabbatical leave
• Educational Resources - Career & Personal Development Program
• Various discount programs (i.e. travel, virtual exercise classes, etc.)

We are a merit-based company with many opportunities to learn, excel and grow your career!