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About the Role

As our Senior Support Analyst, you'll play a vital role in keeping The Royal Kennel Club connected, secure and running smoothly. You'll provide expert 1st and 2nd line technical support across our on-premises and cloud-based IT environment, ensuring colleagues have the technology and support they need to do their best work. This is an excellent opportunity for a proactive, customer-focused IT professional who enjoys solving problems, embracing new technologies and making a real impact every day. The role requires flexibility to attend events and provide occasional evening, weekend and on-call support where required to maintain business continuity and operational resilience.

Responsibilities

Provide 1st and 2nd line IT support, adhering to ITIL best practices for incident, problem, and change management, providing an escalation point for the Support Analyst on advanced technical queries
Ensure efficient escalation and resolution of incidents within agreed SLAs (Service Level Agreements)
Diagnose, investigate, and resolve escalated hardware, software, network, and access issues
Support Windows Server environments, Azure Active Directory, and Intune Endpoint administration
Troubleshoot cloud services, including Microsoft 365, Azure AD, virtualisation platforms, and hybrid solutions
Manage network configurations, including LAN/WAN, VPN, DNS, DHCP
Document root cause analysis and contribute to continuous service improvement plans (CSIP)
Manage and maintain on-premises infrastructure, including physical and virtual servers, storage solutions, and networking
Support and administer cloud-based services, ensuring secure and efficient integration with on-premises systems
Monitor and maintain endpoint security solutions, patch management, and vulnerability remediation
Configure and maintain Windows Autopilot and Microsoft Intune for device provisioning and management
Administer Microsoft Defender for Endpoint, ensuring threat detection and response capabilities are optimised
Provide on-site technical support for Royal Kennel Club events, meetings and business activities, including the installation, configuration, monitoring and troubleshooting of IT equipment and systems to ensure successful delivery
Oversee cloud-based backup and recovery solutions, ensuring all critical business data is securely stored and accessible
Monitor and test disaster recovery and business continuity plans, ensuring minimal downtime in case of failures
Implement cloud security best practices, ensuring compliance with data protection regulations (GDPR, ISO 27001)
Manage and maintain Microsoft Defender security policies, ensuring endpoints are protected against threats
Provide technical assistance to Kennel Club staff, ensuring minimal disruption to business operations
Set up and configure laptops, printers, VoIP telephony systems, and other IT peripherals
Assist with video conferencing solutions and remote working tools, ensuring staff productivity and connectivity
Support user account management, access permissions, and role-based security policies
Maintain and update IT documentation, including system configurations, troubleshooting guides, and best practices
Participate in root cause analysis, identifying long-term solutions for recurring technical issues
Contribute to IT service improvement initiatives, optimising response times and enhancing support processes
Assist in managing software deployments, updates, and licensing compliance
Ensure IT security best practices are followed, aligning with organisational policies and regulatory requirements
Monitor system performance, security logs, and potential vulnerabilities, proactively addressing threats
Provide reports on IT incidents, performance metrics, and security risks, supporting continuous improvement

Requirements

Significant experience supporting on-premises infrastructure e.g. switches, wireless servers (Essential)
Significant experience supporting Azure environments; Entra ID, Intune, Defender (Essential)
Experience with PowerShell scripting for automation and IT administration (Essential)
Understanding of compliance frameworks (GDPR, ISO 27001) and security auditing (Essential)
Knowledge of remote monitoring tools and IT asset management systems

Skills

ITIL Foundation Certification in Service Management (Desirable)
Microsoft Certified: Azure Administrator, Security Administrator, or Modern Desktop Administrator. (Desirable)
CompTIA Security+ or Network+ certification. (Desirable)
Working knowledge of Freshservice (Desirable)

Location

London
Aylesbury
Hybrid

Work Type

12 months fixed term contract
Hybrid

Experience Level

Senior

Salary/Compensations

Competitive

Benefits

25 days annual leave, increasing up to 30 days, in addition to statutory holidays
Option to buy up to five days of annual leave per year
Employer pension contributions double the percentage of your plan earnings, up to 8%
Life assurance equivalent to three times your basic salary (two times your basic salary for non-pension scheme members)
Enhanced maternity, paternity and adoption pay
Lifestyle discounts via our EAP and healthcare cashback programme
Discounts on Royal Kennel Club products and services
4X Complimentary staff tickets to Crufts and Discover Dogs
Healthcare cashback programme with a fixed contribution paid for by the Royal Kennel Club
Free eye tests with a voucher towards the cost of your spectacles
Financial support for professional and vocational qualifications, with five days' study leave provided
Free access to The Royal Kennel Club Library and Art Gallery

About the Company

The Royal Kennel Club
Technology Team

Equal Opportunity

We are unable to provide sponsorship