IT Support Analyst
Key Skills for This Role
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The Role
Your mission as a Support Analyst is to be a hands-on technical problem solver who resolves complex support tickets and security incidents, getting our clients back up and running fast. By combining strong technical troubleshooting with clear, confident communication, you’ll be the one our clients rely on when things get tricky.
This is a focused support role. You’ll operate across 1st/2nd line support, phone-based support, and security remediation – handling routine incident and request tickets, as well as those where a deeper technical hand is needed – working directly with clients of all sizes, often in fast-paced, high-volume, and high-pressure situations.
What you’ll be doing
Providing 1st/2nd line support – solving a wide variety of tasks across IT and security in different environments and across different systems, communicating with customers to effectively solve problems
Handling phone line support – being a clear, confident voice for clients, including those who are tense or under pressure, across fast-paced and high-volume workloads
Documenting ticket resolutions and SOPs for other analysts to follow
Remediating security incidents – acting quickly on incidents raised by the ThreatSpike SOC to remediate issues and get clients safely back to work, and gathering details to assist our SOC in performing the underlying security analysis
Being a ThreatSpike software expert – building deep, practical knowledge of ThreatSpike’s software so you can resolve client issues quickly and confidently
Contributing to ad hoc projects and automations – getting involved in initiatives that streamline support delivery, such as self service tools and ticket automation
Within 3 months:
Master support for the ThreatSpike Wire Agent software so you can independently assist our clients in solving a range of complex issues
Build confidence handling 1st and 2nd line issues, giving a deeper technical hand across complex, multi-layered issues
Develop strong phone-based support skills, staying calm and clear when working with tense clients across fast-paced, high-volume periods
Gain hands-on experience remediating security incidents raised by the ThreatSpike SOC, getting clients back to work quickly and safely
Within 12 months:
Gain a full understanding of how to troubleshoot and resolve the vast majority of our most complex client issues end-to-end
Become a trusted escalation point for junior support analysts, providing guidance and insight to less experienced members of the team on their day-to-day tickets
Get involved in smaller projects and automations on an ad hoc basis, helping improve support delivery across the service desk
Handle high-pressure, high-volume periods calmly and effectively, maintaining excellent client relationships throughout
Experience and Education (one of the following):
1 or more years of IT support experience plus an associate or bachelor’s degree (or international equivalent) in information technology, computer science, cybersecurity, or a related field. Degrees in progress will be considered.
3 or more years of IT support experience
An equivalent combination of education, certifications, and experience
Required Qualifications
- Proven hands-on technical experience, whether from supporting production environments, building homelabs, or contributing to open-source projects
- Advanced English proficiency (C1–C2 level)
- Strong written and verbal communication skills, including the ability to explain technical issues to non-technical users and stay calm with frustrated or escalated clients
- A genuine commitment to delivering excellent customer serviceAbility to work in a fast-paced, high-volume environment and switch between multiple clients and issues without losing track
- Advanced troubleshooting skills across complex, multi-layered technical issues, with a focus on finding root cause
- Hands-on administrative experience with Active Directory (including Group Policy and hybrid identity), Entra ID (MFA, Conditional Access, sign-in log review), and Microsoft 365
- Working knowledge of Exchange Online, including mail flow troubleshooting and email authentication (SPF, DKIM, DMARC)
- Solid working knowledge of Microsoft Intune or a similar MDM platform
- Strong understanding of computer hardware and software fundamentals
- Strong understanding of networking fundamentals (subnetting, VLANs, DNS, DHCP, firewall rules)
- Experience with ticketing systems and remote monitoring and management (RMM) tools
- Comfort using the Windows command line and PowerShell for administration and troubleshooting
- Experience writing clear ticket notes and knowledge base documentation
- Ability to own escalations through resolution and to recognise when an issue needs to be escalated beyond 2nd line
Preferred Certifications
CompTIA A+
CompTIA Network+ or CCNA
Microsoft MS-102, MD-102, or AZ-104
ITIL Foundation
Preferred Qualifications
- Prior experience working for an MSP
- Practical application of information security principles, including vulnerability management and incident response fundamentals such as remediating compromised accounts and phishing
- Comfort writing and maintaining automation scripts in PowerShell, Python, or Bash
- Experience troubleshooting macOS and using Apple device management tools such as Apple Business Manager, Jamf, or Kandji
- Experience administering non-Microsoft productivity suites such as Google Workspace
- Experience administering enterprise cloud platforms such as Azure, AWS, or GCP
What you get
Work with the best – our team has experience in banking, consulting, high-tech, and cybersecurity
Learn at a rapid pace – we’ll train you, push you, and support you in obtaining professional certifications
Grow incredibly fast – we promote from within based on merit, with clear paths from support analyst into senior analyst roles, specialist teams, or management
Present at industry conferences – we’ll help you become a recognised expert
Make an impact – this is your chance to be at the cutting edge of IT and security
Remote working from the US, UK, Singapore or Dubai (hybrid for London-based candidates)
About ThreatSpike
AI-managed IT and cybersecurity provider delivering fully managed IT, defensive security, and penetration testing to organizations.
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