IT Support Analyst – Hybrid (Birmingham)

About the role

We are seeking an IT Support Analyst to join a leading UK rail freight operator that is expanding its internal IT function after a recent acquisition. The role is hybrid, based in Birmingham, and offers the chance to shape IT support processes from the ground up.

Key responsibilities

• Provide first- and second-line support to approximately 1,000 end users across multiple sites.
• Install, configure and maintain Windows devices, Microsoft 365 and business applications.
• Support Active Directory administration and manage user accounts.
• Maintain desktops, laptops, mobile devices and related hardware.
• Perform daily system health checks and monitor backups.
• Escalate and resolve complex incidents, ensuring documentation is up to date.
• Contribute to IT projects and attend on-site visits as required.
• Participate in a one-week-in-four on-call rota with additional compensation.

Required profile

• Enjoys solving technical problems and delivering high-quality service.
• Remains calm under pressure and communicates clearly with users.
• Shows ownership of issues and a proactive attitude.

Required skills

• Windows desktop operating systems.
• Microsoft 365 installation and configuration.
• Active Directory administration.
• PC hardware support.
• Basic networking concepts.
• Mobile device support.

What we offer

• Hybrid working model – 3 days on-site, 2 days remote.
• Competitive salary £28,000‑£32,000 per year.
• Opportunity to join a newly built IT team in a fast-growing logistics business.
• On-call allowance and career development prospects.