2nd Level IT Support Analyst

Location Harrow
Discipline: Network Engineering
Job type: Permanent
Salary: up to £50k depending on skills and experience

​A Global Travel Experts headquartered in Harrow, North West London are looking for a 2nd Level IT Support Analyst to join their IT team on a permanent basis.

About the Company

They design and create group and individual tours to destinations in Northern Europe. With a combined 75 year record of creating and operating group tours, they are also specialists in FITs (Free Independent Travelers) and MICE (Meetings, Incentives, Conferences and Exhibitions). The company thinks that the UK, Ireland, Nordics and Baltics are among the greatest travel destinations. Formerly made up of 3 different destination management companies they have merged to become one. Their Meetings & Incentives division includes Irish Horizons, Experience Scotland & Experience England. They also offer more while still providing that same personalized service that has always been at the heart of what they do. Working with over 5,000 accommodation, attraction and travel partners, the company operate tours in English, German, French, Mandarin, Japanese, Korean, Thai, Portuguese, Spanish, and Italian.

About the Role

Role and Responsibilities:

  • Troubleshooting and resolving more advanced technical issues that cannot be handled by 1st level IT support, such as InTune configuration, Azure configuration, network configuration problems and application errors.

  • Troubleshooting and resolving technical issues related to Microsoft 365 products such as Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other Microsoft 365 applications.

  • Troubleshooting and resolving basic to complex technical issues, such as software errors, connectivity problems, and printer issues.

  • Providing technical assistance and support to end-users via phone, email, or in person in multiple locations.

  • Visiting offices in Dublin, Edinburgh and Denmark regularly to ensure smooth IT support.

  • Assisting with the deployment and maintenance of hardware and software systems.

  • Managing and tracking users’ service requests using the SysAid ticketing system.

  • Liaise with technical support of different vendors for the complex issue to resolve them.

  • Maintaining and updating documentation, including knowledge base articles and FAQs.

Your Qualifications:

  • A degree in computer science or a related field is preferred.

  • Strong understanding of Microsoft 365 products and services, including Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other Office 365 applications.

  • Strong understanding of the Windows operating system.

  • Microsoft Certified: Microsoft 365 Fundamentals, Microsoft 365 Certified: Enterprise Administrator Expert or Microsoft Certified: Azure Administrator Associate is a plus.

  • Strong troubleshooting and problem-solving skills.

  • Good Time-management with ability to work to tight deadlines and under pressure.

  • The calmness and firmness to handle User Incidents

  • Attention to detail

  • Strong communication skills

  • You are proactive and able to work on your own initiative

  • You are self-motivated with a professional and positive approach

  • You are reliable, flexible and enthusiastic

What they can offer:

  • A permanent position with responsibility and a variety and options to grow

  • An international environment: multinational team works with international clients

  • Benefits include a contribution towards gym memberships, season ticket loans, cycle to work scheme, Hybrid working scheme, additional days off (Birthday, 24th and 31st December) and much more.

  • A modern, air-conditioned office in North West London

  • Discounts on holidays, flights and accomodation