Responsibilities
As an IT Support Analyst, reporting to the IT Service Manager, you will be responsible for the availability and operational delivery of Vacuum Technology Business Area (VT BA) IT systems and services at VT BA site facilities EMEA primarily to UK and Ireland, meeting agreed levels of service (SLA) while proactively improving services in a timely and cost effective manner.
- Deliver second line IT support to end users across Burgess Hill and regional EMEA sites, including UK and Ireland, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
- Respond to incidents and service requests escalated from the global Service Desk, ensuring timely resolution and accurate documentation in line with ITIL processes.
- Carry out device lifecycle management, including procurement, imaging, deployment, patching, and decommissioning using tools such as Intune, SCCM, and Autopilot.
- Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
- Liaise with network and server teams for site level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi Fi access, firewall requests, and user connectivity.
- Maintain an accurate hardware/software asset inventory and CMDB records using ServiceNow and Power BI reporting for compliance, hygiene, and audit tracking.
Qualifications
We encourage you to apply even if you do not meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
- 2+ years' experience in a second line IT support or desktop support role within a multi site or regional organisation.
- Proven experience supporting Microsoft Windows, Office 365, printers, mobile devices, client imaging, and hardware troubleshooting.
- Proficiency in using ITSM platforms (preferably ServiceNow) to manage incidents, requests, and assets.
- Experience with Microsoft Intune, SCCM, and Autopilot for managing and deploying devices.
- Strong understanding of ITIL based practices including incident management, service requests, knowledge creation, and change management.
- Basic understanding of networking principles (TCP/IP, DHCP, OSI model), Wi Fi access, and cabling standards.
- Familiarity with Active Directory and Azure AD concepts.
- Clear and effective communication skills, both written and verbal, with experience in creating documentation and service descriptions.
Benefits
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well being
Job location
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on site at our office in Bristol, United Kingdom (GB).