IT Support Analyst - UK
IT Support Analyst - UK
Posted on :
07-04-2025
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1 Vacancy
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Job Description
Caseware is one of Canadas original Fintech companies having led the global audit and accounting software industry for over 30 years with more than 500000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
The IT Support Analyst is responsible for providing secondline technical support to endusers ensuring efficient resolution of complex hardware software and network issues. This role involves diagnosing and troubleshooting advanced technical problems collaborating with firstline support and escalating critical issues as needed. The IT Support Analyst II will also assist with IT infrastructure projects and initiatives ensuring smooth IT operations across multiple locations.
This is a Full time permanent position
Location:This is ahybridrole requiring the successful candidate to work 3days a week in our Maidstone Kent office located at 2 County Gate Staceys Street Maidstone ME14 1ST
What you will be doing:
- Effectively managing workload and prioritising multiple open tickets simultaneously while adhering to SLA thresholds for incidents and request
- Provide secondline technical support to users via video conference ticketing system email phone and inperson.
- Diagnose and resolve complex hardware software and network issues collaborating with thirdline support and infrastructure teams when necessary.
- Support and configure IT hardware such as laptops conference room equipment printers mobile devices and networking hardware.
- Administer and maintain user accounts permissions and software access across various enterprise systems including Microsoft 365 Teams Active Directory and cloudbased services
- Act as an escalation point for firstline support to ensure critical incidents are resolved in a timely manner.
- Provide guidance and mentorship to junior IT support staff.
- Assist in managing and maintaining network infrastructure including switches firewalls and wireless access points.
- Improve monitor and support IT systems such as Microsoft 365 Teams Active Directory and cloudbased services.
- Participate in server maintenance patch management and security compliance initiatives.
- Assist in IT asset management and procurement processes ensuring accurate inventory tracking.
- Support desktop administration and IT infrastructure projects globally.
- Educate endusers on IT best practices cybersecurity awareness and software tools.
- Maintain detailed documentation of support activities resolutions and IT processes.
- Contribute to the development of IT knowledge base articles and selfservice guides.
- Work closely with regional IT teams and stakeholders to standardise IT processes and policies.
- Travel to European offices as needed to provide onsite IT support conduct audits and assist with IT deployments.
- Coordinate with external vendors for hardware repairs / purchase software licensing and infrastructure improvements.
What you will bring:
- Degree in Information Technology Computer Science or a related field (or equivalent experience).
- 35 years of experience in an IT support helpdesk or system administration role.
- Experience supporting multisite IT environments.
- Proficiency in Windows and macOS operating systems.
- Advanced knowledge of Microsoft 365 Teams SharePoint and Active Directory.
- Knowledge of networking concepts including TCP/IP VPNs DNS DHCP and firewalls.
- Experience with endpoint management tools (e.g. Intune JAMF) and IT security best practices.
- Familiarity with virtualisation technologies (e.g. HyperV) and cloud services (Azure AWS).
Whats in it for you:
Innovation is at our core. We work with cuttingedge technology in accounting and financial reporting constantly pushing the boundaries to create impactful software solutions.
We are committed to a collaborative culture where your ideas are valued and knowledge sharing is encouraged within a supportive inclusive team.
Worklife balance is important to us. We offer flexible work options remote opportunities and generous timeoff policies to ensure a healthy worklife balance.
We offer competitive compensation including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
Recognition and rewards matter to us. We celebrate hard work through recognition programs performance bonuses and opportunities for career growth.
We embrace global opportunities. Work on international projects and collaborate with a diverse global team.
About Caseware:
Casewares cuttingedge software products are meticulously designed for accounting firms corporations and teams are continually collaborating innovating and building upon our existing suite of products. With a customerfocused mindset we are building technology that is shaping what the future of audits financial reporting and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020 Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Casewares core values is Many Voices One Team and with that in mind were dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process please email our People Operations team at
Background Check:
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residingin the Netherlands and Germany are excluded from undergoing background checks via Certn
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware and our open positions are always listed on reputable job boards and on our website We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer proceed with extreme caution.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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