IT Support Analyst

Job Title: IT Support Analyst

Location: Atlanta, GA

Contract: Full Time

Salary: $52,165 - $69,554 plus bonus and benefits

Hi there, I'm Sajid and I'm the Head of IT Support here at Hawk-Eye. I'm looking for a self-driven and highly motivated IT Support Analyst to join our IT team. This is a dynamic role where you will receive training, systems access, and the opportunity to expand your IT expertise. The position involves a mix of endpoint provisioning and support for US staff, global 1st & 2nd  line IT support, and involvement in various IT projects on a global scale. 

The position will report directly to the central IT team in the UK and will have a dotted line reporting relationship to the Service Operations department in Atlanta, providing broad exposure across the business and supporting all departments of our local businesses.

This role requires four days per week in the Atlanta office during regular business hours and one day working from home to handle tickets and provide remote support. Occasionally, after-hours support may be needed to resolve critical IT issues that could impact operations.

💻 US Staff Endpoint Support (30%)

• Purchase, configure, and distribute laptops and workstations for new employees in the US region.

• Replace endpoint devices for existing employees as they reach end of life.

• Diagnose faults and schedule repairs with vendors.

• Upgrade, install, and configure hardware and software on staff and shared office PCs.

🌐 US Office/Warehouse Network Support (10%)

• Administer, maintain, and expand office and warehouse networks, including wired, fibre-optic, and WIFI systems.

• Manage and maintain NAS mass storage servers, ensuring backups, server health, firmware updates, user access, and capacity upgrades.

• Serve as the primary point of contact for IT support inquiries within the US region, providing local hands-on assistance and collaborating closely with the UK-based IT team. 

🌍 Global IT Support and Platform Administration (45%)

• Provide 1st and 2nd  line IT support globally in conjunction with the central IT team in Europe.

• Offer technical support and coaching to colleagues worldwide, including remote workers.

• Monitor and manage the IT Support Jira ticketing system during US working hours.

• Write and maintain IT technical documentation and quick guides.

• Identify support request patterns and opportunities for process improvements.

• Administer and support centrally managed systems, platforms, and frameworks, such as MS Intune, MS Azure, Kandji, Google Workspace, and Ubiquiti network management, employee accounts creation, deletion requests.

🔒 Project Work (15%)

• Collaborate with the Head of IT Support, Head of Service Operations (US) and central IT team to deliver IT improvement objectives in the US region.

• Assist with trial, implementation of new and improved IT tools, solutions, and platforms aligned with business requirements.

• Proficiency with Windows and Mac operating systems.

• Excellent time management and task prioritization skills.

• Strong interpersonal and communication abilities.

• Comprehensive IT knowledge, including networking and attention to detail.

• Networking experience (wired and wireless).

• PC, server, and laptop hardware knowledge.

• Familiarity with Windows OS; experience with Linux, Mac OS, Android, and iOS is desirable.

• Good understanding of IT security and cybersecurity best practices.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Friendly, approachable attitude and ability to work across various departments.

• Ability to explain complex technical systems to both technical and non-technical personnel.

• Desire to learn, grow, and develop new IT solutions.

• Experience of working in an environment with a geographically distributed userbase and IT team.

If you are passionate about IT support and eager to grow with a supportive team, we encourage you to apply even if you don’t meet every single requirement. We value diverse perspectives and experiences, and you might be the perfect fit for this role! Your unique skills and background could contribute to our team's success.

Career progression & development areas:

• Exposure to cloud computing platforms (MS Azure, Intune, Entra, MS 365, Google Workspace, Ubiquiti, Kandji etc.).

• Watchguard and Fortigate firewalls, VPN tunneling, and configuration.

• Networking protocols (BGP, OSPF, TCP, UDP).

• NAS systems (Qnap or similar).

• Security products (Eset protect, MS Defender, etc.).

• Various other tools and systems (RADIUS SAAS, SCEPman, Splashtop, Keeper, etc.).

If you are ready to take on a challenging and rewarding role in IT support with a global perspective, apply today!

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.