IT Support Analyst

IT Support Analyst | £35,000 - £45,000 DOE | Cambridge / Hybrid

We’re looking for a Technical Services Analyst to join a leading research institution as they expand their corporate Technology team.

This hands-on, customer-facing role involves providing first and second-line IT support across the site, ensuring smooth day-to-day operations, and collaborating with their MSP to handle escalations, service requests, and changes.

Key Responsibilities:

• Provide 1st and 2nd line IT support, troubleshooting and resolving technical issues across the campus.
• Act as the face of IT, delivering a professional and approachable support service.
• Support and optimise Microsoft 365 services, including Office 365, Intune, Company Portal, and Microsoft Authenticator.
• Maintain IT hardware, including laptops, desktops, printers, mobile devices, and video conferencing equipment.
• Assist with networking and security, working with protocols such as TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Ensure compliance with IT security best practices and policies.
• Work with third-party vendors and internal teams to support IT projects and system improvements.
• Maintain accurate service desk records for issue tracking and resolution.
• Collaborate with the MSP to manage Entra ID accounts, permissions, group policies, and mobile device management.

About You:

• Experience in a Technical Support, IT Support Analyst, or Technical Services Analyst role or similar
• Excellent customer facing experience 
• Strong knowledge of Microsoft 365, Entra ID, Outlook, OneDrive, Teams and other Microsoft technologies
• Familiarity with networking principles (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience working with MSPs and managing third-party IT services.
• A Bachelor’s degree or technical qualification would be a bonus, but not essential
• IT certifications such as Microsoft 365 Fundamentals (MS-900), Azure Administrator Associate, or CompTIA Network+ are desirable.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills with a customer-focused approach.

Salary & Benefits:

• £35,000 - £45,000
• Hybrid working 3 days a week onsite in their Cambridgeshire site
• 30 days holiday + Bank Holidays
• Workplace Pension: Employer contributes 5%, plus an optional additional 10% as pension or additional pay.
• Private Medical Insurance
• Group Life Assurance: 4x annual salary payout, plus bereavement and probate support.
• Income Protection
• Discount & Cashback Schemes
• Cycle-to-Work Scheme
• Home & Tech Salary Sacrifice
• Electric Vehicle Leasing