IT Support Analyst

Application Deadline: 30 June 2025 Department: Infrastructure & Support Location: Glasgow Description Working as a member of the wider Infrastructure & Support team, you will provide 1st /2nd line support to ensure the effective resolution of technical issues, the smooth operation of IT systems, and the delivery of high quality service to our end users. As an IT Support Analyst, you will play a key role in troubleshooting, escalating, and resolving user issues while maintaining a strong focus on customer satisfaction and contributing to the overall reliability of the IT environment. Key Responsibilities User Support Provide support to end users via phone, email, and ticketing helpdesk, ensuring timely and effective communication to issue resolution in accordance with agreed upon SLAs. Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and user accounts. Escalate unresolved or complex technical issues to Systems Administrator with detailed ticket notes. Assist end users in understanding and utilising IT systems effectively, offering guidance on best practice. Sprint Participation Contribute towards delivery of prioritised tasks that improve operational output and efficiency. Collaborate with team members to ensure sprint goals are met and contribute to the overall productivity of the IT team. Onboarding/Offboarding Lead the IT aspects of onboarding/offboarding staff, including the setup/closure of accounts, and deployment/retrieval of hardware. Deliver introductory IT training to new employees, ensuring they are equipped to use company IT systems and hardware effectively. System Administration Perform user administration tasks such as password resets and access control management. Setup, configure, and troubleshoot laptops, mobiles, peripherals, and standard business software. Setup, troubleshoot, and manage virtual machines using Hyper-V Manager. Create and manage customer file shares using Cerberus FTP Server. Documentation & Asset Management Accurately log all support incidents and service requests in the ticketing helpdesk. Create and maintain internal and user-facing documentation to aid in the accurate resolution of recurring issues. Maintain accurate inventory records for IT assets. Liaise with 3rd parties where needed to allow warranty repairs to be carried out on-site. Manage device lifecycle including decommissioning old equipment Skills, Knowledge and Expertise Essential Proven experience as a IT Support Analyst or similar role (minimum 2+ years). Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPN. Strong knowledge of Windows Server, Active Directory, and Group Policy. Strong expertise in operating systems, with proven ability to troubleshoot and resolve issues on Windows 10, Windows 11, and macOS. Expertise in Microsoft 365 administration and support, including Exchange Online, Teams, and SharePoint. Knowledge of enrolling devices in Microsoft Intune. Hands-on experience with virtualization platforms such Hyper-V. Strong analytical and problem-solving skills, with the ability to prioritise conflicting demands. Desirable Knowledge of PowerShell scripting Knowledge of Azure (Azure Virtual Desktop) Personal Attributes Proactive and solution-oriented mindset with a passion for continuous improvement. Ability to work both independently and collaboratively as part of a team. Strong organisational and time management skills. Effective communicator, capable of explaining technical concepts to non-technical stakeholders. Work Pattern Flexible 37.5-hour work week, with occasional on-call duties to respond to critical incidents or project deadlines. AutoRek Benefits 26-day annual leave package – plus public holidays for your base location area An extra day off for your birthday! (even if it falls on a weekend) The option to buy extra annual leave days Annual Company & Personal Performance Bonus Awards Employee Nominated On-The Spot Bonus Program. Ranging from £100 - £5000! Employee-Referral Scheme Private healthcare & hospital cash plan that covers our employees’ partners and dependents. Group Life Insurance Income Protection Length of service awards Regular team-building events and monthly all-staff updates from our CEO Opportunities for professional development and growth Free financial advisory service from Mortgages, Pensions and Stock & Shares information Byond cashback card – Cashback on purchases from your local high street retailers Salary sacrifice cycle scheme – Our cycle to work benefit-pay nothing upfront and save on the cost of a brand-new bike and accessorises. All while saving the planet by reducing your carbon footprint. Check out our Employee Benefits video via our social media pages! AutoRek Careers - Instagram AutoRek Careers – Facebook