IT Support Analyst in Falmouth

Pendennis is one of the world’s leading superyacht builders and refit specialists, with a reputation for exceptional craftsmanship, innovation and engineering excellence.

With operations in the UK and internationally, our IT systems play an important role in supporting every aspect of the business, from design and engineering through to production, administration and project management.

We are looking for an enthusiastic and proactive IT Support Technician to join our Group IT team, helping to deliver reliable, secure and effective IT services across the business.

The Role

As an IT Support Technician, you will be responsible for providing first and second-line technical support to employees, ensuring that IT equipment, software and services operate efficiently.

Working as part of a small, dedicated IT team, you will handle a wide variety of technical requests, from resolving everyday IT issues and preparing new equipment to maintaining endpoint security, deploying software and supporting our Microsoft-based IT environment.

This is a varied, hands‑on role suited to someone who enjoys problem-solving, working with people and taking ownership of technical issues through to resolution.

Key Responsibilities

• IT Support & Helpdesk
• Provide first and second-line technical support to employees across the business.
• Manage, prioritise and resolve IT helpdesk tickets within agreed service levels.
• Troubleshoot hardware, software, networking and user account issues.
• Provide support both remotely and in person.
• Escalate complex technical issues appropriately, ensuring clear communication and follow‑up.
• Maintain accurate helpdesk records and technical documentation.
• Equipment Deployment & Management
• Configure, deploy and maintain desktops, laptops, mobile devices and peripheral equipment.
• Prepare IT equipment for new starters and manage equipment recovery for leavers.
• Maintain accurate IT asset records, including equipment allocation and lifecycle management.
• Assist with hardware replacements, upgrades and equipment refresh programmes.
• Support meeting room technology, printers and other workplace IT equipment.
• Support and administer Microsoft 365 services, including Outlook, Teams, One Drive and Share Point.
• Manage Windows devices using Microsoft Intune, including device enrolment, configuration and compliance monitoring.
• Deploy applications, software updates and security patches across managed devices.
• Monitor endpoint health, patching status and compliance, investigating and resolving issues.
• Assist with user account administration, access permissions and Microsoft Entra ID.
• Support mobile device management for company‑owned smartphones and tablets.
• IT Security & Maintenance
• Ensure devices remain compliant with company IT security policies.
• Support endpoint protection, antivirus and vulnerability remediation activities.
• Assist with maintaining secure access, multifactor authentication and device compliance.
• Identify and report potential security risks or incidents.
• Carry out routine system checks, preventative maintenance and housekeeping activities.
• Projects & Continuous Improvement
• Assist with IT infrastructure upgrades, system deployments and improvement projects.
• Help identify opportunities to improve IT support processes and automate routine tasks.
• Maintain and develop internal IT knowledge‑base articles and user guidance.
• Support the introduction of new technologies and applications across the business.

About You

We are looking for someone who is technically capable, organised and approachable, with a genuine interest in IT and delivering excellent customer service.

• Previous experience in an IT support, service desk or desktop support role.
• Good working knowledge of Windows 11 and Microsoft 365 applications.
• Experience troubleshooting PCs, laptops, printers and common software issues.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP and Wi‑Fi.
• Familiarity with Microsoft Entra ID (Azure Active Directory) and user account management.
• Strong troubleshooting and problem‑solving abilities.
• Excellent communication skills and a customer‑focused approach.
• Ability to manage competing priorities and work independently when required.
• Experience with Microsoft Intune, including device management, application deployment and Windows Autopilot.
• Knowledge of Microsoft Defender and endpoint security technologies.
• Experience managing Windows updates, application deployment and patch compliance.
• Familiarity with Power Shell scripting and basic IT automation.
• Experience supporting Apple i OS devices in a business environment.
• Understanding of Windows Server, Active Directory and Group Policy.
• Experience working with IT ticketing systems and asset management tools.
• Relevant IT qualifications such as Comp TIA A+, Microsoft certifications or equivalent practical experience.
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