IT Support Analyst

About the Role

As an IT Support Analyst, you will work closely with the IT Helpdesk and the wider IT & Security team, supporting the Head of IT & Security in the delivery of new technologies and capabilities. Your responsibilities will include shaping new infrastructure deployment strategies, replacing legacy technologies with cloud-based solutions, and ensuring our services remain healthy and available to both Finova staff and customers.

You will be accountable for the day-to-day management of the IT support desk, ensuring that tickets are efficiently addressed and resolving technical issues. You will also provide technical leadership to peers and offer guidance where necessary. This role covers IT infrastructure, front and back-office services, from configuring networks and firewalls to assisting with hardware-related issues and security investigations.

Key Responsibilities:

Manage and support the IT support desk, ensuring tickets are addressed promptly and key performance indicators (KPIs) are reported to the Head of IT & Security..

Support and manage both front-office and back-office IT infrastructure, including networking, firewalls, user services, software configuration, and hardware-related issues.

Assist with the implementation and management of cloud-based technologies and ensure smooth service delivery.

Support security efforts by working with the Information Security Team to mitigate IT risks and ensure systems remain secure.

Provide detailed reporting on Helpdesk performance, security operations, and infrastructure management.

Assist with identity management, authentication, and authorization across network resources using Azure and Intune.

Maintain and configure security tools, including anti-spam, malware protection, and data loss prevention (DLP) technologies.

Support the management of disaster recovery plans and perform regular tests and rehearsals.

Automate tasks using tools such as PowerShell, Power Automate, Intune, and Autopilot.

Required Skills & Experience:

In-depth knowledge of the Azure/Office 365 cloud platform.

Basic Knowledge of firewalls, networking, and associated infrastructure, such as routers and switches.

Strong understanding of security technologies and best practices.

Excellent communication skills with the ability to explain technical concepts to non-technical audiences.

Strong self-learning ethic to stay current with industry trends and technologies.

Calm under pressure, with the ability to prioritize and manage tasks effectively.

Knowledge of Microsoft Azure products, including Azure SQL, Web Apps, App Services, Service Bus, Azure Functions, and Azure API Management.

Familiarity with Microsoft Identity and Access Management tools such as Azure AD, ADFS, Azure AD Connect, Conditional Access, and SAML.

Basic knowledge of Intune, including policy management, packaging, and software delivery.

Experience with Office 365 Exchange Online, SharePoint Online, OneDrive, and Teams Administration.

Solid understanding of Windows 10/11 and Windows Server OS.

Familiarity with cloud monitoring tools and creating documentation such as HLD, LLD, and knowledge base articles.

Preferred Skills & Experience:

Azure Information Protection and Data Loss Prevention (DLP) policies.

Experience with DevOps permissions and licensing.

Knowledge of Wi-Fi management and Meraki cloud infrastructure.

Responsibilities:

Manage and ensure the resilience of IT infrastructure, including cloud, virtual, and physical environments (e.g., Azure/O365, firewalls, routers, Wi-Fi).

Ensure licensing and software management are compliant with company needs.

Implement and manage security controls and technologies, including identity management, anti-malware protection, security patching, and cloud security.

Support email and cloud protection technologies and conduct simulated phishing campaigns.

Assist with disaster recovery and continuity planning.

Maintain third-party relationships for IT infrastructure support and maintenance.