IT Support Analyst

XYZ Reality

IT Support Analyst providing expert technical support and troubleshooting at XYZ Reality. Work in a hybrid role supporting internal users with systems operations and issue resolution.

Posted 7/14/2026full-timeLondon • 🇬🇧 United KingdomJuniorMid-Level💰 £35,000 - £45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support with a strong focus on troubleshooting, documentation, and process improvement. Proficient in managing support requests and collaborating with teams to enhance service delivery in cloud-based environments.

Highest-signal resume keywords

IT Support ExperienceWindows, MacOS, Linux KnowledgeMicrosoft 365 Stack ProficiencyTicketing Systems ExperienceCloud-Based Technologies Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SkillsLog AnalysisProcess ImprovementAutomation ScriptingDocumentation Creation

Soft Skills

Self-MotivatedCritical ThinkingEffective Communication

Tools & Technologies

FreshdeskMDM (Intune/Autopilot/Kandji)Remote Monitoring ToolsVPNFirewalls

Certifications & Qualifications

IT-Related QualificationISO27001SOC2Cyber Essentials

Industry Keywords

SaaSAI EnablementKnowledge BaseTechnical DocumentationAutomation

Tech Stack

Tools & technologies

AzureCloudFirewallsLinuxMacOS

About the role

Key responsibilities & impact

Lead all support ticket requests within SLA response times while ensuring clear and effective communication. Take ownership and see them through to resolution.
Knowledge documentation — create and maintain technical notes and knowledge base articles, user guides and FAQs to support AI enablement.
Lead support for all hardware and software, working with third-party vendors where necessary.
Collaboration — log all activities in ticketing systems, ensure seamless issue resolution and provide reports.
Analyse all processes, identify and suggest changes to improve for scale, leveraging automations where possible.

Requirements

What you’ll need

IT-related qualification and/or 2+ years of experience in an IT Support role.
Right to work in the UK without sponsorship.
Strong knowledge of Windows, MacOS and Linux within SaaS environments. Microsoft 365 stack / Azure / Entra ID / SharePoint / Teams / OneDrive.
Self-motivated critical thinker with excellent troubleshooting skills and proficiency in analysing logs and error reports.
Excellent spoken and written English for clear technical explanations across all departments.
Experience with ticketing systems (e.g. Freshdesk) and ability to create and maintain documentation, FAQs, and troubleshooting guides.
Experience in cloud-based technologies, MDM (Intune/Autopilot/Kandji), remote monitoring and management tooling, and networks (VPN, firewalls).
Experience with audit-related work (ISO27001, SOC2 & Cyber Essentials) and AI tools and automation (PowerShell scripting) — desirable.

Benefits

Comp & perks

25 days annual leave + public holidays
Private healthcare with Vitality
Christmas shutdown days on top of leave allowance (2–4 per year usually)
Office located within a 5-minute walk from Angel station
Hybrid working
Biannual salary reviews
Summer & Christmas staff parties
Free lunch bought in and after-work gathering/drinks every Thursday in the office
Employee referral scheme
Cycle to Work scheme
Make a real-world impact of revolutionising the construction industry