Introduction
Are you a people person who can blend your technical know-how and data analysis with supporting colleagues across the business? Look no further – Evolve Energy is seeking a passionate and professional IT Support Analyst to join our vibrant team!
Scope of the Role
The IT Support Analyst will be responsible for providing high-quality technical support to end users and stakeholders across the organisation.
The role involves working with tickets raised by users, resolving issues both remotely and in person, and ensuring timely support for hardware, software, and mobile devices. The role operates on rota basis to cover the hours of 8 to 6 Monday to Friday.
The role requires occasional travel to alternate sites and participation in office setups and relocations.
You will also be involved in onboarding and offboarding employees, managing assets, and maintaining Office 365 environments, security, and Active Directory.
This position requires a proactive individual with excellent communication skills and the ability to handle multiple support requests efficiently.
You will need a ‘can do’ attitude and a proven track record in data analysis so that you can spur on change and start making a difference straight away. We provide full training and continuous coaching inhouse you will be given full in-depth regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.
Roles & Responsibilities
What You'll Be Doing:
Ticket Management:
Respond to and resolve support tickets in a timely and efficient manner.
Troubleshoot and resolve issues related to laptops, desktops, mobile devices, and printers.
Prioritise and escalate issues when necessary to meet Service Level Agreements (SLAs).
End User Support:
Provide remote and in-person support to end users for hardware and software issues.
Assist users with Office 365, including email configuration, access, and general troubleshooting.
Provide support for software installations, updates, and troubleshooting.
Hardware Support:
Troubleshoot hardware issues with laptops, desktops, printers, and mobile devices.
Perform hardware repairs or coordinate with third-party vendors as needed.
Manage the lifecycle of IT assets, including tracking, deployment, and decommissioning.
Travel and On-Site Support:
Provide IT support at alternate company locations as required.
Assist with office setups, moves, and relocations.
Coordinate IT infrastructure needs for new office setups, including network and workstation configurations.
User Management:
Manage user accounts, permissions, and security groups within Active Directory.
Perform onboarding and offboarding processes, including setting up user accounts, hardware, and access rights.
Support Intune for mobile device management and application deployment.
Security and Compliance:
Ensure security protocols and policies are followed across all devices.
Apply software updates and security patches to maintain system integrity.
Support multi-factor authentication and security best practices.
Documentation:
Maintain accurate records of IT assets, including laptops, desktops, and mobile devices.
Document resolutions and provide technical guides for frequently encountered issues.
Personal Specification Skills & Experience
What Makes You the Perfect Fit:
Proficiency in Office 365 administration and troubleshooting (email, OneDrive, SharePoint, etc.).
Strong experience with Windows OS, laptop/desktop support, and troubleshooting.
Familiarity with Active Directory for user management, password resets, and group policy.
Minimum 2-3 years of experience in a 2nd line desktop IT support role.
Experience providing remote support and in-person troubleshooting.
Familiarity with ticketing systems and adhering to SLAs.
Experience with Intune for mobile device management and application deployment.
Basic networking knowledge (LAN/WAN, VPN troubleshooting).
Understanding of security protocols (multi-factor authentication, data protection).
Bonus Points if You:
Microsoft certifications or equivalent.
Experience with Mac OS and support for Apple devices.
Knowledge of ITIL processes and procedures.
Additional Requirements:
Willingness to travel to alternate company sites as needed.
Ability to lift and move IT equipment (laptops, desktops, printers).
A valid driver’s license (if travel is required).
Personal Attributes:
Strong communication and interpersonal skills to effectively assist end users.
Ability to work independently and as part of a team.
Excellent problem-solving skills and attention to detail.
Adaptable, with a willingness to learn
Passion for creativity and fun
The above serves as a guide and is not exhaustive; all professional staff are expected to undertake other duties and projects as may be reasonably required by the business in accordance with the grade of the post.
What's in it for You
We want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Evolve Energy offer a range of benefits such as:
Flexible & Hybrid work hours
An amazing team with a community feel
Opportunities to grow and develop your career.
Regular recognition and reward programs
Enhanced Annual Leave
Free Refreshments & Breakfast
Cycle to work & EV scheme
Private Healthcare, Cash Health Plans & Annual fitness membership contribution
Company Sick Pay Scheme
Employee Discount Scheme
EAP – health assistance and mental health first aiders
Company pension
Volunteering Days
Social Events
*Qualifying criteria
Roles maybe subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.
If you think you would be a great fit for us, but don't meet all the requirements of the role, please contact us as we'd love to discuss how Evolve Energy could be the next step in your career journey.
Ways To Get In Contact With Evolve Energy
Call Us
Or fill out our contact form, please see below