The Role
The IT Support Analyst provides on-site and remote IT support, manages IT service requests, setups for new hires, troubleshoots issues, and collaborates with the global IT team to improve end-user technology.
Summary Generated by Built In
About sales-i UK Ltd., a SugarCRM Company
From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential.
Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.
If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.
The IT Support Analyst is the primary on-site IT presence for the Solihull office, delivering hands-on technical support to local employees while also providing remote support to users across EMEA. This role partners closely with the global IT team to ensure reliable, secure, and efficient end-user technology and office systems.
This position requires working at our Solihull site five days per week to support close collaboration with employees and teams.
Impact You Will Make in the Role (Key Responsibilities):
- Serve as the primary on-site IT support resource for the Solihull office, delivering a high-quality, user-friendly end-user support experience.
- Monitor and manage the IT Service Desk ticketing system, responding to requests and incidents while meeting defined SLA response and resolution targets.
- Manage user provisioning, device imaging, software installation, and system configuration for Windows and macOS environments.
- Support new hire onboarding and offboarding by preparing IT equipment, ensuring system access, and providing IT introductions as needed.
- Provide hands-on support for end-user hardware, peripherals, printers, and meeting room AV and collaboration technologies.
- Partner with the global IT team and external vendors to troubleshoot issues, minimize downtime, and support global IT initiatives and projects.
- Create and maintain documentation, how-to guides, FAQs, and training materials to empower employees and reduce repeat support issues.
- Collaborate with team members to innovate and drive process changes, efficiencies, and continuous improvements.
What You Will Bring (Qualifications/Experience):
- 2–5 years of professional IT support experience in a corporate environment.
- Experience supporting both Windows and macOS systems, with a solid understanding of networking fundamentals and endpoint security best practices.
- Hands-on experience with tools and platforms such as Active Directory, Microsoft 365, Okta, Intune, Kandji, and Autopilot.
- Strong troubleshooting skills with the ability to independently diagnose issues and identify root causes.
- Service-oriented mindset with a passion for delivering exceptional end-user support.
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Excellent time management and organizational skills, with the ability to balance multiple priorities in a fast-paced environment.
- Willingness to provide occasional after-hours support for urgent issues or planned IT activities, as needed.
Preferred Qualifications/Experience:
- Associate’s degree and/or relevant IT certifications (e.g., CompTIA A+, Microsoft, Apple ACSP).
- Experience supporting distributed or global teams.
- Familiarity with asset lifecycle management, including inventory tracking, equipment refreshes, and vendor coordination.
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.
Benefits and Perks:
Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:
· UK Pension Scheme
· Private medical and dental insurance
· Health &Wellness Reimbursement Program
· Unpaid sabbatical leave
· Educational Resources - Career & Personal Development Program
· Various discount programs (i.e. travel, virtual exercises classes, etc.)
· We are a merit-based company with many opportunities to learn, excel and grow your career!
#LI-Hybrid
Top Skills
Active Directory
Autopilot
Intune
Kandji
macOS
Microsoft 365
Okta
Windows
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The Company
What We Do
SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer’s journey, without getting all the headaches and hassles that come with traditional CRMs.
For too long, companies have been stuck with high-maintenance CRMs that require too much manual entry to be useful or offer too little functionality to actually get the job done. It’s time to let the platform do the work. And that means three things: no blind spots, no busy work, and no roadblocks. Only SugarCRM brings this approach to achieving high-definition customer experience.
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