1st/2nd Line IT Support Analyst
£28,000 - £34,000 DOE | Sheffield | Permanent | On-site

Elevation Recruitment Group are delighted to be working with a well-established Sheffield-based industrial services business to recruit a 1st/2nd Line IT Support Analyst.

This is an excellent opportunity for an IT Support professional looking to develop their technical career within a supportive, close-knit IT team. The role will initially focus on 1st Line support, acting as the first point of contact for day-to-day IT queries, with genuine scope to develop your skills and take on increasingly complex 2nd Line responsibilities.

You'll be working closely with colleagues across the business, providing a high level of technical support while taking ownership of issues through to resolution and keeping users informed throughout.

Reporting to the IT Manager, you will provide hands-on IT support across the business, covering hardware, software, Microsoft 365, user accounts and basic networking. Key responsibilities will include:

• Acting as the first point of contact for IT support requests via phone, email and the helpdesk/ticketing system
• Logging, prioritising and tracking incidents and service requests through to resolution
• Providing first-line troubleshooting for hardware, software, printers and peripherals
• Supporting users with Microsoft 365 applications including Outlook, Teams and SharePoint
• Managing user accounts and password resets across Active Directory and Microsoft 365
• Setting up and configuring PCs, laptops and mobile devices for new starters
• Managing the physical IT asset lifecycle, including goods in, tagging, storage and disposal
• Maintaining accurate records of IT assets, licences and support tickets
• Providing basic cyber security guidance to colleagues, including phishing awareness
• Escalating more complex issues to 2nd Line colleagues or third-party suppliers where appropriate
• Supporting more complex troubleshooting across networks, servers and core systems as your experience develops
• Assisting with the administration of Active Directory, Microsoft 365 and other business systems
• Providing basic network troubleshooting across Wi-Fi, VPN, connectivity and printers
• Supporting IT projects including equipment rollouts, software upgrades and office moves
• Liaising with third-party IT suppliers and vendors on escalated issues
• Maintaining clear and up-to-date IT documentation and support procedures

We're looking for someone who is technically minded, customer-focused and keen to develop their career within IT support.

You'll ideally have some previous experience in an IT support or helpdesk environment, although strong personal or academic IT experience will also be considered. As well as:

• A full UK driving licence
• Good working knowledge of Windows operating systems and Microsoft 365
• A basic understanding of networking concepts, including IP addresses, Wi-Fi and VPN
• Excellent customer service skills and a patient, professional approach
• Strong problem-solving skills and good attention to detail
• The ability to prioritise and manage a varied workload
• Clear and confident communication skills, with the ability to explain technical issues to non-technical users
• The confidence to work independently and take ownership of support requests
• The judgement to know when to seek guidance or escalate an issue

Desirable experience includes:

• A relevant IT qualification such as CompTIA A+, ITIL Foundation or equivalent
• Experience administering Active Directory and Microsoft 365
• Experience using a helpdesk or ticketing system
• Previous experience within a similar industrial or operational environment
• Basic PowerShell or scripting knowledge

This is a great opportunity to join an established business where you'll have the chance to build on your existing IT support experience and progress into a broader 2nd Line role.

You'll gain exposure to a wide range of technologies and business systems while working alongside an experienced IT team and supporting users across the organisation.

If you're looking for your next step in IT support and want a role where you can develop your technical skills rather than remain solely focused on basic 1st Line queries, we'd be keen to hear from you. Apply today to find out more.