IT Support Analyst (Shift-Based)
Purpose
The IT Support Analyst is a critical member of the Technology team, ensuring that our infrastructure and hardware remain operational during our peak warehouse and "twilight" operational hours. This role provides a bridge between standard office hours and our late-running logistics operations, offering hands-on technical support and proactive maintenance when the core team is off-site.
Shift-Specific Operations
- Twilight Support: Provide dedicated support to warehouse staff and management during the 5:00 PM – 9:00 PM window.
- Weekend Sovereignty: Act as the sole technical point of contact during weekend shifts, ensuring all systems remain live for order processing.
- Handover Participation: Attend a daily 30-minute sync at 12:00 PM with the Senior IT Support Analyst to transition active tickets and priorities.
Requirements
Hardware & Infrastructure Maintenance
- Workstation Management: Setting up, configuring, and deploying laptops, desktops, and mobile devices for new and existing staff.
- Network Physicals: Managing office and warehouse cabling (Cat6), patching racks, and ensuring WiFi access points are optimally positioned and functional.
- Peripherals & Assets: Responsible for the "office vitals"—printers, scanners, CCTV cameras, and boardroom AV equipment.
- Asset Tracking: Maintaining an up-to-date inventory of all company hardware and software licenses.
Internal Technical Support (Helpdesk)
- First-Line Response: Acting as the first point of contact for staff technical issues (Computer troubleshooting, password resets, software installs).
- Troubleshooting: Diagnosing and resolving connectivity issues, hardware failures, and "bugs" in internal tools.
- Escalation: Identifying complex issues that require the Senior IT Support Analyst's intervention and providing them with clear diagnostic notes.
Systems Administration & Security
- User Provisioning: Setting up new users in Microsoft 365e and managing folder permissions.
- Security Compliance: Ensuring all devices have updated Antivirus, OS patches, and adhere to company security policies.
- Documentation: Creating simple "User Guides" for staff (e.g., "How to configure x label printer").
Physical testing of new systems and hardware
- Test new software systems: Physically test new software systems, and give feedback to developers and QA
- Test Hardware devices: Ensuring all devices are fit for purpose before being rolled out .
Benefits
- Clear career development and progression opportunities
- 33 days’ holiday allowance, including bank holidays
- Free on-site parking
- Paid birthday leave