IT Support Analyst - UK
Hybrid
Maidstone, United Kingdom
Full Time
03-03-2025
Job Specifications
Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
The IT Support Analyst II is responsible for providing second-line technical support to end-users, ensuring efficient resolution of complex hardware, software, and network issues. This role involves diagnosing and troubleshooting advanced technical problems, collaborating with first-line support, and escalating critical issues as needed. The IT Support Analyst II will also assist with IT infrastructure projects and initiatives, ensuring smooth IT operations across multiple locations.
Location:
This is a hybrid role requiring the successful candidate to work 3 days a week in our Maidstone, Kent office, located at 2 County Gate Staceys Street, Maidstone, ME14 1ST
What you will be doing:
Effectively managing workload and prioritising multiple open tickets simultaneously while adhering to SLA thresholds for incidents, and request
Provide second-line technical support to users via video conference, ticketing system, email, phone, and in-person
Diagnose and resolve complex hardware, software, and network issues, collaborating with third-line support and infrastructure teams when necessary
Support and configure IT hardware such as laptops, conference room equipment, printers, mobile devices, and networking hardware
Administer and maintain user accounts, permissions, and software access across various enterprise systems, including Microsoft 365, Teams, Active Directory, and cloud-based services
Act as an escalation point for first-line support to ensure critical incidents are resolved in a timely manner
Provide guidance and mentorship to junior IT support staff
Assist in managing and maintaining network infrastructure, including switches, firewalls, and wireless access points
Improve, monitor and support IT systems such as Microsoft 365, Teams, Active Directory, and cloud-based services
Participate in server maintenance, patch management, and security compliance initiatives
Assist in IT asset management and procurement processes, ensuring accurate inventory tracking
Support desktop administration, and IT infrastructure projects globally
Educate end-users on IT best practices, cybersecurity awareness, and software tools
Maintain detailed documentation of support activities, resolutions, and IT processes
Contribute to the development of IT knowledge base articles and self-service guides
Work closely with regional IT teams and stakeholders to standardise IT processes and policies
Travel to European offices as needed to provide on-site IT support, conduct audits, and assist with IT deployments
Coordinate with external vendors for hardware repairs / purchase, software licensing, and infrastructure improvements
What you will bring:
Degree in Information Technology, Computer Science, or a related field (or equivalent experience)
3-5 years of experience in an IT support, helpdesk, or system administration role
Experience supporting multi-site IT environments
Proficiency in Windows and macOS operating systems
Advanced knowledge of Microsoft 365, Teams, SharePoint, and Active Directory
Knowledge of networking concepts, including TCP/IP, VPNs, DNS, DHCP, and firewalls
Experience with endpoint management tools (e.g., Intune, JAMF) and IT security best practices
Familiarity with virtualisation technologies (e.g., Hyper-V,) and cloud services (Azure, AWS)
About Caseware
Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at talent@caseware.com.
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well.
About the Company
Caseware is the leading global provider of cloud-enabled audit, financial reporting and data analytics solutions for accounting firms, corporations and government regulators. Caseware’s innovative tools and platforms help more than half a million customers in 130 countries work smarter, dig deeper and see further as they transform insights into impact. Know more
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