IT Support Analyst

The Level 2 Helpdesk Technician provides advanced support for escalated technical issues and plays a critical role in maintaining end-user productivity. This role demands strong troubleshooting skills and the ability to resolve issues that require deeper technical expertise.

• Resolve complex hardware, software, and network-related issues escalated from Level 1 technicians.
• Perform in-depth diagnostics on desktops, laptops, mobile devices, and peripherals.
• Administer Google, Microsoft 365, and IAM suites, as well as endpoint protection tools.
• Manage tickets, ensure SLAs are met, and provide documentation for recurring issues.
• Participate in system maintenance, deployments, and patch management.

• 2–3 years of IT support experience.
• Strong knowledge of Windows/Mac OS, Microsoft 365, Google Workspace, VPN, IAM, endpoint security, and mobile device management.
• Experience with remote desktop tools and ticketing systems (e.g., Zendesk, Freshservice, Atera, or similar).
• Excellent communication and time management skills.
• Certifications in areas like networking, systems administration, or cloud productivity tools are a plus. Examples include CompTIA Network+, Microsoft 365 Fundamentals or Associate-level certifications, Google Workspace Administrator, or ITIL Foundations. Relevant hands-on experience may be considered in place of formal certifications.

We are not only a sector-led, political, regulatory and campaigning firm that delivers results for our clients to enhance their commercial outcomes and improve their operating environments; but also are led by data and insight, with the platform at the heart of the business.