IT Support Analyst

Job title: IT Support Analyst

Location: London (Hybrid — min. 3 days in office)

ABOUT XYZ REALITY

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XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom — a smart, site-safe headset/hardhat — but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets.

XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.

THE ROLE

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This role will report directly into the IT Manager. You will work alongside various teams within the business to ensure support is provided to our internal users and customers promptly and of the highest quality.

As an IT Support Analyst, you'll be the first point of contact for our users, providing expert support and troubleshooting to ensure seamless operation of our systems and teams. You'll play a crucial role in keeping our business running smoothly, swiftly addressing all internal requests, solving technical issues, and collaborating with senior teams when required. Success in this role requires sharp problem-solving skills, the ability to manage multiple priorities under pressure, and a proactive approach to monitoring and issue resolution.

This is an exciting time to join our Support team, as we scale to meet increasing demand. Be part of a growing team, shape best practices, and make a real impact as we support cutting-edge innovations at scale.

KEY RESPONSIBILITIES

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• Lead all support ticket requests within SLA response times while ensuring clear and effective communication. Take ownership and see them through to resolution.

• Knowledge documentation — create and maintain technical notes and knowledge base articles, user guides and FAQs to support AI enablement.

• Lead support for all hardware and software, working with third-party vendors where necessary.

• Collaboration — log all activities in ticketing systems, ensure seamless issue resolution and provide reports.

• Analyse all processes, identify and suggest changes to improve for scale, leveraging automations where possible.

REQUIRED QUALIFICATIONS

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• IT-related qualification and/or 2+ years of experience in an IT Support role.

• Right to work in the UK without sponsorship.

KEY EXPERIENCE & SKILLS

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• Strong knowledge of Windows, MacOS and Linux within SaaS environments. Microsoft 365 stack / Azure / Entra ID / SharePoint / Teams / OneDrive.

• Self-motivated critical thinker with excellent troubleshooting skills and proficiency in analysing logs and error reports.

• Excellent spoken and written English for clear technical explanations across all departments.

• Experience with ticketing systems (e.g. Freshdesk) and ability to create and maintain documentation, FAQs, and troubleshooting guides.

• Experience in cloud-based technologies, MDM (Intune/Autopilot/Kandji), remote monitoring and management tooling, and networks (VPN, firewalls).

• Experience with audit-related work (ISO27001, SOC2 & Cyber Essentials) and AI tools and automation (PowerShell scripting) — desirable.

BENEFITS

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🏝️ 25 days annual leave + public holidays

🩺 Private healthcare with Vitality

🎄 Christmas shutdown days on top of leave allowance (2–4 per year usually)

🚇 Office located within a 5-minute walk from Angel station

🏠 Hybrid working

🪙 Biannual salary reviews

🥳 Summer & Christmas staff parties

🍣 Free lunch bought in and after-work gathering/drinks every Thursday in the office

💰 Employee referral scheme

🚲 Cycle to Work scheme

🚀 Make a real-world impact of revolutionising the construction industry