IT Support Analyst
Hawk-Eye Innovations is seeking a self-driven and highly motivated IT Support Analyst to join their IT team. This dynamic role involves providing endpoint provisioning and support for US staff, global IT support, and collaboration on various IT projects on a global scale.
Responsibilities
- Purchase, configure, and distribute laptops and workstations for new employees in the US region
- Replace endpoint devices for existing employees as they reach end of life
- Diagnose faults and schedule repairs with vendors
- Upgrade, install, and configure hardware and software on staff and shared office PCs
- Administer, maintain, and expand office and warehouse networks, including wired, fibre-optic, and WIFI systems
- Manage and maintain NAS mass storage servers, ensuring backups, server health, firmware updates, user access, and capacity upgrades
- Serve as the primary point of contact for IT support inquiries within the US region, providing local hands-on assistance and collaborating closely with the UK-based IT team
- Provide 1st and 2nd line IT support globally in conjunction with the central IT team in Europe
- Offer technical support and coaching to colleagues worldwide, including remote workers
- Monitor and manage the IT Support Jira ticketing system during US working hours
- Write and maintain IT technical documentation and quick guides
- Identify support request patterns and opportunities for process improvements
- Administer and support centrally managed systems, platforms, and frameworks, such as MS Intune, MS Azure, Kandji, Google Workspace, and Ubiquiti network management, employee accounts creation, deletion requests
- Collaborate with the Head of IT Support, Head of Service Operations (US) and central IT team to deliver IT improvement objectives in the US region
- Assist with trial, implementation of new and improved IT tools, solutions, and platforms aligned with business requirements
Skills
- Proficiency with Windows and Mac operating systems
- Excellent time management and task prioritization skills
- Strong interpersonal and communication abilities
- Comprehensive IT knowledge, including networking and attention to detail
- Networking experience (wired and wireless)
- PC, server, and laptop hardware knowledge
- Familiarity with Windows OS; experience with Linux, Mac OS, Android, and iOS is desirable
- Good understanding of IT security and cybersecurity best practices
- Ability to work under pressure and manage multiple tasks simultaneously
- Friendly, approachable attitude and ability to work across various departments
- Ability to explain complex technical systems to both technical and non-technical personnel
- Desire to learn, grow, and develop new IT solutions
- Experience of working in an environment with a geographically distributed userbase and IT team
Benefits
- Bonus
- Benefits
Company Overview