Strategy Analytics Careers

IT support engineer (1st/2nd line)

Milton Keynes, UK

The department

The IT Operations team is responsible for supporting and maintaining the company’s IT systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.

The position

The First Line support engineer will provide effective IT assistance across all aspects of the business and will provide back up and support to the ITO Network and Systems Administrator.  The position is responsible for supporting the Microsoft Server and Desktop operating systems and Microsoft Exchange environment plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.

Responsible to

This role reports administratively to the VP ITCS, but day to day tasks are supported by UK Network/Systems Administrator.

Duties/areas of responsibility

The position will involve the following areas of responsibility

  • Escalating IT issues to the Network and Systems Admin where necessary
  • Diagnosing and resolving technical issues
  • Undertaking small- to medium-sized IT projects as instructed by the VP ITCS
  • Providing desktop and server support
  • Supporting and maintaining MS Server/Desktops and MS Exchange
  • Setting up and configuring new laptops and desktops
  • Setting up and configuring Cisco desktop IP phones (currently 7920)
  • Installing authorised software to laptops and desktops
  • Ensuring security and upgrades are applied to desktops and laptops and kept up to date
  • Antivirus installation, configuration and recovery to all desktops and laptops
  • Fault finding to laptops and desktops
  • Reporting faults and maintaining logs on servers, desktops and laptops
  • Completing internal user moves including phones
  • Making of Cat 5e network cables were necessary
  • Ensuring all logs for equipment and users are maintained
  • Creating purchase requisitions for IT hardware/software
  • Ensuring licensing for all software purchased is recorded and maintained
  • Exchange server mailbox maintenance including archiving mailboxes
  • Setting up new users and disabling expired accounts in accordance with HR requirements
  • Providing support for MAC PCs (in France when necessary)


  • Preparing documents, meeting materials and correspondence
  • Performing basic administrative support duties, as required, to meet specific operational objectives
  • Performing miscellaneous job-related duties as assigned by the VP ITCS
  • Working extra hours to meet deadlines, as required and where reasonable
  • Providing assistance as required to the VP ITCS
  • Ensuring that a high level of customer service and support is provided to all internal and external customers
  • Supporting publishing of content to our website and CMS

Personnel Specification:

  • Newly qualified or part qualified Microsoft MCSE.
  • Experience of Cisco Networks
  • Newly qualified or part qualified Cisco CCNA (data or voice preferred)
  • Proven record of working on initiative
  • Ability to relate to people at all levels within an organisation
  • Ability to use remote tools to provide support to servers and staff
Robert Mason
Chief Information Officer
Please note: Strategy Analytics is not in a position to provide support in relocation or sponsorship for working visas.