Senior IT Customer Support Analyst, Desktop Support

Location: Leatherhead, Surrey, United Kingdom; permanent full-time position based in the United Kingdom. Some travel throughout the UK and to customer locations may be required. Candidates must have the legal right to work in the UK and may need to obtain and maintain BPSS, SC, or higher security clearance.

Company

hirify.global’s Mission Technology Solutions business delivers engineering, science, technology, and mission support solutions for government, defense, intelligence, space, aviation, and critical infrastructure customers.

What you will do

• Act as a senior escalation point for complex desktop, endpoint, hardware, software, and user-support issues.
• Stage, configure, deploy, and support Windows workstations, laptops, peripherals, printers, mobile devices, and virtual desktop environments.
• Support Microsoft Windows, Microsoft 365, Microsoft Teams, MFA, smart cards, digital certificates, SSO, IP telephony, and collaboration technologies.
• Perform advanced break/fix troubleshooting, root-cause analysis, network troubleshooting, printing support, and end-user data migrations.
• Coordinate cross-functional incident resolution with infrastructure, network, cybersecurity, voice, enterprise application, vendor, and third-party teams.
• Lead daily Tier 2 support activities, mentor technicians, improve processes, and report on service metrics, SLO performance, and operational dashboards.

Requirements

• Bachelor’s degree in IT, computer science, information systems, engineering, or a related field, or equivalent education and experience.
• At least 5 years of enterprise desktop support experience, including Tier 2 or Tier 3 support in a Microsoft-based environment.
• Experience leading, mentoring, or directing technical support professionals.
• Advanced troubleshooting skills across Windows, Microsoft 365, endpoint technologies, hardware, macOS, Apple MacBook devices, and enterprise network printing.
• Strong customer service, stakeholder engagement, communication, presentation, reporting, and problem-solving skills.
• Legal right to work in the United Kingdom and eligibility to obtain and maintain required UK security clearance.

Nice to have

• ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Endpoint Administrator, or Modern Desktop Administrator certification.
• Cisco networking experience or CCST/CCNA certification.
• Linux administration, SAP, asset management systems, project leadership, or supervisory experience.

Culture & Benefits

• Permanent full-time employment in an enterprise IT environment.
• Participation in on-call support rotations may be required.
• Support for office openings, closures, relocations, project site deployments, executive meetings, and critical videoconferencing events.
• Work includes collaboration with geographically dispersed support personnel and cross-functional technical teams.