IT Support Analyst

Job Description intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best as people and businesses - by working together and always striving to get better without fearing failure. We're not looking for a culture fit. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn't about finding the person who fits in; we want people who stand out. Who is intelliflo Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience. We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets. intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry. Job Description Key Responsibilities End-User Support (Primary) - Serve as a point of escalation for complex incidents and requests (L2/L3) across Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and common SaaS tools. - Troubleshoot advanced endpoint issues (login, profiles, performance, application conflicts, VPN, WiFi, printers) and coordinate vendor/escalation as needed. - Maintain knowledge articles, selfhelp guides, and standard operating procedures to improve first-time-fix and reduce MTTR. - Deliver whiteglove support for VIPs and remote workers; ensure excellent customer satisfaction (CSAT) and adherence to SLAs. Azure / Microsoft 365 - Administer Entra ID (Azure AD): user/device lifecycle, security groups, conditional access, MFA, SSPR, and basic identity governance tasks. - Manage Intune/Endpoint Manager: device enrollment (Autopilot/ABM), compliance policies, configuration profiles, app packaging, updates, and device analytics. - Operate Security Platforms (for Endpoint/Identity/Email) at an operational leveltriage alerts, execute response playbooks in partnership with SecOps. - Contribute to patching and update rings (Windows Update for Business/MECM), baseline hardening, BitLocker/Key Vault recovery, and device encryption compliance. - Perform basic monitoring/queries in Azure Monitor/Log Analytics to aid troubleshooting and trend analysis. AWS (Operational Support) - Perform daytoday tasks in AWS IAM/Organizations/SSO: leastprivilege access, role assignments, credential hygiene. - Support enduserfacing AWS services such as Amazon WorkSpaces/AppStream (if used): provisioning, profile issues, client connectivity. - Execute routine operations for EC2 and S3 used by enduser or shared services (start/stop, snapshot basics, permissions, lifecycle checks) under change control. - Review and act on CloudWatch alarms and leverage AWS Systems Manager (SSM) for inventory, patching coordination, and remote actions. Service Management & Operations - Work within ITIL practices for Incident, Request, Problem, and Change using a modern ITSM tool (e.g., Jira Service Management/ServiceNow). - Identify recurring issues, drive root cause analysis, and implement preventive fixes/automation (PowerShell, Bash, Python). - Maintain accurate CMDB/asset records, warranty/contract details, and software license compliance. - Support onboarding/offboarding workflows (accounts, devices, access, data handover) with strong security and privacy controls. - Partner closely with Security Operations to enforce least privilege, MFA, device compliance, and rapid response to security events. Full Time / Part Time Full time Worker Type Employee Job Exempt (Yes / No) No Workplace Model intelliflo's workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process. What's in it for you intelliflo offers industry-leading Total Rewards that help you thrive in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more. Our commitment to diversity, equality, and inclusion Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today's evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws. The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.