Job Description

Description

Purpose of role

Reporting to the Head of IT, Senior Technology Support Analyst will provide technical support to all staff at London & Partners including our international offices. This role will provide business as usual laptop/user support on 1st, 2nd line issues and requests. To be a specialist in cloud systems matters, including security and automation, licencing, Virtual networks. Provide a Pro-active approach to support and engaging with users. Assist with Project work as required.

Out of hours cover will be required on occasions to support international users and internal events.

Key Tasks

1. Cloud and Infrastructure Engineering (3rd Line Expertise)

Azure & M365 Specialism:

Serve as the technical lead for managing and optimising our

Microsoft Azure

and

M365

environments, including licensing, tenancy health, and virtual networks.

System Integrity & Automation:

Perform advanced daily system monitoring, verifying the integrity and availability of all hardware, server resources, and key processes. Utilise

PowerShell/Automation tools

to develop, implement, and maintain system automation and configuration management scripts.

Virtual Environment Management:

Oversee the administration and lifecycle management of

Microsoft Servers

and

Virtual Machines (VMs)

, adhering to best-practice principles for cloud architecture and capacity planning.

Vendor Management:

Collaborate closely with third-party providers and key suppliers to ensure the maintenance, network integrity, and high uptime of core systems and platforms.

2. Cyber Security and Compliance

Security Controls Management:

Operate and manage all relevant security control tools (e.g.,

XDR systems, MS Defender/Intune

) to ensure robust cyber security, actively reducing risk to corporate assets and ensuring adherence to internal security policies.

Identity and Access:

Manage the full lifecycle of user accounts within

MS Entra ID

ensuring compliance with

least privilege principles

.

Data Governance:

Execute tasks to support the organisation's

data governance

and lifecycle policies, including audit logging and access reviews (leveraging tools like

Purview

is a bonus).

System Hardening:

Take an active, continuous approach to system review and hardening, ensuring all software is kept at appropriate, patched versions to minimise vulnerability exposure.

3. Operational Support and Service Delivery

Advanced 2nd/3rd Line Support:

Provide expert-level technical support for complex hardware, software, and networking issues for staff globally (including Windows 11/365, macOS, and mobile devices).

SLA Management:

Deliver IT support to the business in line with agreed

Service Level Agreements (SLAs)

, focusing on efficient resolution and high user satisfaction.

Documentation and Knowledge:

Create and maintain comprehensive Technology

"Run Books"

and knowledge base articles for core support and security processes.

Asset Management:

Ensure the central asset management records for hardware, peripherals, and software licences are meticulously maintained and accurate.

Out-of-Hours Cover:

Provide scheduled and occasional after-hours support to accommodate our overseas offices, remote workers, and internal events.

4. Project Delivery and Mentorship

Technical Project Lead:

Assist with the planning, design, and implementation of innovative solutions through IT projects (e.g., major system upgrades, cloud migrations, security enhancements).

DevOps Guidance:

Offer administration support and technical guidance for our development team, supporting CI/CD pipelines and infrastructure-as-code where required.

Mentorship:

Support the development of junior staff, work experience students, or apprentices as required, helping to build internal capability.

You'll have/bring

The ideal candidate is a highly technical, proactive, and customer-focused engineer with a track record of owning and improving complex cloud environments.

Required Skills & Experience

Depth of Experience:

Extensive experience providing

2nd and 3rd line technical support

in a modern, multi-site or global environment.

Certifications/Expertise in Core Technologies:

Demonstrable expertise and/or relevant certifications (e.g., Microsoft Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert) in the following:

Microsoft Azure

IaaS/PaaS (Virtual Networks, Virtual Machines, Storage). M

icrosoft 365

administration (Exchange Online, SharePoint Online, Teams).

Identity & Access Management:

MS Entra ID

(user provisioning, conditional access, MFA).

Endpoint Management:

MS Intune/Endpoint Manager

(device management, autopilot, compliance policies).

Networking:

Strong understanding of core networking principles (DNS, DHCP, TCP/IP, VPNs, Switches, Routers, Firewalls).

Security Controls:

Practical experience managing and tuning third-party security tools, such as

XDR/EDR

systems.

Desirable Experience

Experience with

Mac OS X

or

Linux

administration (Red Hat/Centos). Familiarity with database administration (

PostgreSQL

or similar). Proficiency with

PowerShell scripting

for system administration and automation. Knowledge of

Microsoft Power Platform

(Power Apps/Automate) for business process improvement. Exposure to

Microsoft Purview

for compliance and data governance.

Competencies

Exceptional Troubleshooting:

The ability to rapidly diagnose and resolve complex technical issues across multiple integrated platforms.

Communication:

Excellent communication skills, capable of translating technical issues into clear, actionable updates for non-technical stakeholders and senior management.

Customer Service:

An enthusiastic, positive, and flexible

"can-do"

attitude with a strong focus on delivering an outstanding customer experience.

Proactivity & Ownership:

Demonstrates a high level of accountability, actively seeking improvements, and driving tasks to completion with minimal supervision.

You'll Get

Competitive Salary:

We value your contributions and ensure you are rewarded accordingly.

Learning & Development Opportunities:

Continuous growth is at the heart of our culture, with ample opportunities for professional development.

Strong Culture of Belonging:

We foster an inclusive environment where every team member feels valued and supported.

Various Networks for Staff:

Connect with like-minded colleagues through our numerous staff networks.

Competitive Pension Scheme:

Secure your future with our robust pension plan.

Networking Opportunities:

Expand your professional network within your chosen field.

Geopolitical Insights:

Gain unique perspectives on global economic and political trends.

Hybrid Working Arrangement:

Enjoy the flexibility of working both remotely and in-office. ??

WorkFlex:

Take advantage of opportunities to work abroad and experience different cultures.

London's diversity is its biggest asset. At London & Partners, we aim to ensure our workforce reflects the diversity of the city that we promote. We encourage applications from people of any age, gender, ethnicity, sexual orientation or assignment, faith or disability. We also appreciate that many people require flexibility in their working patterns and encourage you to talk to us at interview about any flexibility you may need, be it full-time, job-share, or part-time.

We encourage applications from all sections of the community.

Disclaimer:

due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

About London & Partners

London & Partners is the business growth and destination agency for London - it is our mission to create economic growth that is resilient, sustainable and inclusive.

Our work shines a global spotlight on London; we support the Mayor of London's priorities by promoting London internationally as a leading world city.