IT Support Analyst

About the role

Arup is looking for an IT support analyst to act as the front door to technology services for the wider organisation. Working under the guidance of the local service lead, you will be part of a team delivering customer-focused digital services to Arup globally. This is a full-time, level 2 support role in a typical IT support infrastructure, acting as client liaison for all digital technology requests from staff.

Key responsibilities

• Support and escalate desktop (Windows, O365) and infrastructure issues (compute, storage, network, cloud services, enterprise systems, cyber security) to the appropriate teams.
• Configure, deploy, maintain, troubleshoot and support workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.
• Solve problems related to hardware, software and services (video conferencing, remote access), classify them by level, priority and nature, and route them appropriately.
• Manage service tickets, document procedures and best practices, adhere to ITIL policies, and support software asset management.
• Work with the leadership team to help transform business activities and share knowledge within the team.

Required profile

• Experience in hardware support for PCs and Macs, and mobile devices including iPhones, iPads and Samsung models.
• Experience working in a regional or global organisation providing desktop support services in a Microsoft environment.
• Ability to communicate clearly with diverse stakeholders and to learn quickly in changing environments.

Required skills

• Proficiency in Microsoft Windows, with some familiarity with Mac OS.
• Knowledge of Microsoft 365, including OneDrive for Business and Microsoft Teams.
• Understanding of video conferencing hardware and software, and experience supporting office printers and copiers.

What we offer

• A competitive, fair and equitable pay package.
• Benefits supporting health and wellbeing, a wide range of learning opportunities and profit share.
• Ongoing training through Arup University and other learning programmes.