1st Line IT Support Analyst (Hybrid)

About the role

We are looking for a 1st Line IT Support Analyst to join a growing technology firm in Dudley. The role is hybrid, allowing you to work from the office and up to two days a week from home. You will be part of a collaborative Service Desk team delivering high‑quality support to end users and building a solid foundation for your IT career.

Key responsibilities

• Handle 1st line support requests, log calls accurately and escalate when required.
• Provide remote and on‑site assistance for Windows desktops, Office 365 and related services.
• Work closely with the Service Desk team, sharing knowledge and best practices.
• Maintain documentation of incidents and resolutions.

Required profile

• Previous experience in a Service Desk or field‑based support role.
• Familiarity with Windows 10/11 operating systems.
• Knowledge of Active Directory, Office 365, Exchange Server and Group Policy.
• Understanding of DNS, DHCP and VPN technologies.
• Experience with IT consultancy or MSP environments and backup solutions such as Veeam is a plus.

Required skills

• Windows 10/11
• Active Directory
• Office 365
• Exchange Server
• Group Policy
• DNS
• DHCP
• VPN technologies
• Veeam (optional)

What we offer

• Salary up to £29,000 depending on experience.
• 25 days annual leave plus bank holidays.
• Company pension scheme.
• Hybrid working (up to 2 days remote).
• Private healthcare and other employee benefits.