2nd Level IT Support Analyst

About the Team

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

Your responsibilities

What will I be doing?

Provide technical support to users across our global offices, troubleshooting and resolving advanced IT issues beyond the scope of 1st level support, including: cloud infrastructure management and troubleshooting, network-related issues across office locations, intune and Azure configurations, application errors and performance issues
Support and maintain Microsoft 365 products
Diagnose and resolve a range of IT issues, including software errors, connectivity problems, and printer malfunctions
Assist users via phone, email, and in person, ensuring a high level of customer support across different time zones
Deploy, maintain, and optimize cloud and network infrastructure to ensure seamless IT operations across all locations
Manage and track user service requests using our ticketing system to ensure timely resolution
Liaise with third-party vendors and technical support teams to resolve complex issues efficiently
Maintain and update IT documentation, including knowledge base articles and FAQs

Your profile

What skills do I need?

A degree in Computer Science or a related field (preferred)
Strong expertise in Microsoft 365 products and services
Solid understanding of cloud infrastructure, particularly Azure
Strong knowledge of network infrastructure and troubleshooting in office environments
Strong time management skills, with the ability to work under pressure and meet tight deadlines
High attention to detail and documentation skills
Self-motivated, proactive, and capable of working independently
Holding relevant certifications (e.g., Microsoft 365, Azure Administrator) is a plus

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