1st/2nd Line Support Analyst

  • Location:


  • Sector:

    Product & Digital

  • Job type:


  • Salary:

    £30000 - £32000.00 per annum + BENEFITS

  • Contact:

    Sophia Broad

  • Job ref:


Here at Adrem Group we are supporting a leading architectural practice in London who are looking for not one but two 1st Line Support Analysts. This is a fantastic opportunity for an Junior IT Specialist who is looking for the next step in their career.

If you want to join supportive team within a multi-award-winning studio, then look no more as this is the role for you.

What will your responsibilities be?

  • Triaging, diagnosing, and resolving 1st and 2nd line technical issues.
  • Software management and deployment - Including specialist design and architecture software onboarding and offboarding of staff.
  • Permissions and licensing management.
  • Liaising with 3rd party software and hardware vendors.
  • Recognising patterns and trends emerging from the tickets to be escalated for prevention.
  • Escalating 3rd line issues to the Digital Systems Support Manager where required.
  • Proactively manage and maintain the following, to ensure systems are in effective working order:
  • Laptops and other digital devices and hardware.
  • Meeting rooms and AV equipment.
  • Printers and plotters.
  • Desk cable management.
  • Ensuring record keeping of the studio's digital end-users' assets is accurate and up to date, including:
  • Cataloguing and updating hardware and software inventories.
  • Keeping the ticketing portal up to date with ticket progress and resolution.
  • Documenting Digital Systems processes via the online knowledge base.

What experience/skills do you need?

  • Previous experience of digital support, preferably in a design and architecture practice
  • Excellent knowledge of PC hardware, Windows 10, MS Office Suite and M365 environment (including MS Teams, SharePoint, OneDrive, Zoom and Adobe CC suite).
  • Knowledge of Active Directory management and networking/security principles.
  • Administration experience of Microsoft Exchange.
  • Experience with maintaining AV equipment, multi-function printers and large format plotters.
  • Experience with IOS and Android mobile support.

If you hold experience with design and architecture software's such as Rhino, Autodesk applications, Unreal Engine, VR/AR, Enscape or V-Ray then this will really benefit you.