IT Support Analyst / Systems Support Specialist

Location: Hatfield, Herts On-Site

Schedule: Monday to Friday, 9am - 5pm

Environment: Corporate IT / End-User & Infrastructure Support

Role Overview

We are seeking an experienced Senior IT Support Analyst / Systems Support Specialist to provide dedicated, on-site IT support for our UK operations and contribute to broader European IT service delivery.

This position will act as a key local technical resource, providing high-touch end-user support while also handling more complex escalations and assisting with infrastructure, systems administration, and IT projects. The successful candidate will work within a growing global Corporate IT environment supporting both Windows and macOS users and collaborating with technical resources across multiple regions.

The ideal candidate is comfortable operating across multiple levels of support rather than functioning solely as a traditional help desk analyst. They should be able to independently troubleshoot issues, maintain clear technical documentation, and escalate or collaborate effectively when deeper expertise is required.

Key Responsibilities

• Provide dedicated, on-site IT support to employees and leadership within the UK office.
• Deliver timely, professional end-user support across both Windows PCs and Apple macOS devices.
• Troubleshoot hardware, software, connectivity, access, and general corporate IT issues.
• Manage incidents and service requests through Jira, ensuring tickets contain accurate troubleshooting details, resolutions, and supporting documentation.
• Provide Level 1 and Level 2 support while assisting with more complex escalations where experience permits.
• Support Microsoft technologies, including user access, permissions, groups, and general account administration.
• Assist with the administration and troubleshooting of the organization's Atlassian environment.
• Support and troubleshoot corporate network and infrastructure technologies.
• Assist with AWS-related support and infrastructure activities as required.
• Support Meraki networking technologies and connectivity troubleshooting.
• Assist with monitoring and troubleshooting using tools such as Datadog.
• Troubleshoot SSL/certificate-related and general access issues.
• Escalate complex infrastructure or systems issues to appropriate technical specialists when required.
• Participate in IT projects, deployments, upgrades, maintenance activities, and other technology initiatives.
• Work closely with IT resources in Vancouver and other regions to maintain consistent processes and knowledge sharing.
• Maintain thorough technical documentation to support operational continuity and audit requirements.
• Participate in structured knowledge transfer and handoff processes to ensure service continuity.
• Help maintain consistent support during vacation, absence, and regional coverage periods.
• Provide occasional support for European locations outside the UK, including France and Germany, where required.

Required Skills & Experience

• Strong hands-on experience in a corporate IT support, desktop support, systems support, or similar technical role.
• Experience supporting both Windows and macOS environments.
• Strong knowledge of Microsoft technologies and enterprise user administration.
• Experience with Microsoft access, permissions, and group management.
• Hands-on experience working with Jira for incident and service request management.
• Familiarity with the Atlassian technology ecosystem.
• Strong troubleshooting skills across hardware, software, networking, access, and end-user technologies.
• Ability to independently own technical issues from initial intake through troubleshooting, resolution, or escalation.
• Strong technical documentation and ticket-management practices.
• Experience working within structured IT service-management processes.
• Strong communication and customer-service skills, particularly when supporting executives and business leaders.

Preferred Technical Experience

Experience with some or all of the following would be beneficial:

• Microsoft enterprise technologies
• Atlassian / Jira
• Windows
• macOS
• AWS
• Cisco Meraki
• Datadog
• SSL / certificate troubleshooting
• Identity, access, permissions, and group management
• Networking and connectivity troubleshooting
• Systems administration
• IT infrastructure support

Compliance & Documentation

As the organization operates within environments subject to PCI and SOC 2 requirements, accurate ticket handling and documentation are an important component of the role.

The successful candidate will be expected to consistently use Jira to document incidents, requests, troubleshooting activities, technical information, and resolutions to maintain both operational continuity and appropriate audit records.

Ideal Candidate Profile

This role would suit someone who is more experienced than a traditional help desk technician but still enjoys being hands-on with users.

The ideal individual will

• Be comfortable working independently as the primary on-site IT resource.
• Have a broad technical skill set rather than specializing in only one technology.
• Be comfortable moving between desktop support, systems support, infrastructure troubleshooting, and project work.
• Know when to resolve an issue independently and when to engage a more specialized technical resource.
• Be organized and disciplined about Jira ticketing and documentation.
• Provide a polished, high-touch support experience for leadership and other users.
• Be comfortable working within a growing and evolving Corporate IT organization.
• Collaborate effectively with remote technical teams and support resources.