Support Analyst
*Please note that all CVs and applications are reviewed by people, not AI*
Arqit is a global pioneer in quantum-safe encryption: we provide a proven defence against both current cyber dangers and impending quantum threats. Our nearly 110 staff worldwide describe Arqit as succeeding in providing a positive and inclusive working environment, where staff feel that managers care about the success and well-being of their teams, and individuals feel valued as employees.
We have a new opportunity for a Support Analyst with strong experience in a service-oriented Service Desk environment and a solid understanding of Windows, Apple and cloud platforms. You will be joining a fast-paced, exciting tech scale-up, and we can offer you fun and interesting work. You will be working within the Service Desk team, managing day-to-day support issues, and you have the aptitude and responsibility to assist the team in more complex Incidents and Problems.
We have a great team culture that gives you the opportunity to innovate, take ownership, and scale new heights: this is a really good chance for a proactive and self-motivated individual to join a growing company, and seize the career opportunities that arise from that growth.
We are based in friendly offices, close to Victoria, Westminster and St James Park stations, and operate a hybrid working model.
What you'll be doing
- 1st and 2nd line IT Support (Helpdesk, Remote and Deskside)
- Providing exceptional Service Support and Customer Service to the Business, via remote and deskside support, email and telephone
- Providing solution(s)/work around(s) to Incidents and Problems
- Creating, managing and evolving Polices, Processes and Procedures
- Working to SLA thresholds for incident(s), request(s) and problem(s)
- Prioritising and managing workload effectively, managing multiple open Incidents/Problems and mini projects simultaneously
- Systems & Performance monitoring, and problem management
- Establishing and maintaining excellent working relationships with the Business and 3rd parties
- Review of Services, application delivery, patching and Anti-Virus
- Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to Arqit.
- Work with a variety of business and technical teams to enhance service
- Supporting users on both hardware and software applications
- Desktop and Laptop Builds
- Mentoring Junior members of the team and helping to build a knowledge base for all ICT to use
- Working with other senior ICT staff within infrastructure to upskill.
What we're looking for
The ideal candidate will have a very high level of Customer Service experience and preferably be Microsoft certified and have spent a minimum of 3 years supporting Windows and Apple platforms. As well as all the expected qualities of an experienced Support / Helpdesk engineer, the following skills would be beneficial to the role.
- User administration within the following environments:
- Office 365
- Windows 11
- Sharepoint
- Cloud based security products
- Windows (server as well as Win10/11) admin and support
- Knowledge and use of AI tooling such as Claude, Co Pilot and OpenAi
- Exchange 365 mailbox administration
- Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution
- Exceptional Customer Service skills
- Proven experience working within IT service delivery
- Proven ability to transfer knowledge within a team
- Endpoint encryption administration
- General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
- Linux admin and support
Please note, the ability to work in the UK without restrictions is ESSENTIAL; there may also be a need for UK security clearance in future.
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