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Infrastructure Support Analyst

Hancock & Parsons LtdNorthampton, England, United Kingdom

8 days ago

Job type

Full-time

Job description

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Hancock & Parsons Ltd provided pay range

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A leading MS partner is seeking a Infrastructure Support Analyst to support their on-premise infrastructure and Dynamics 365 applications. This role is split between 60% supporting D365 applications and 40% supporting on-site infrastructure.

The role is working fully in office with some potential flexability.

Responsibilities :

Application Support (approx. 60%)

Provide 1st and 2nd line support for Microsoft Dynamics 365 applications (internal and external users).
Diagnose and resolve technical issues related to Dynamics 365 CRM.
Escalate complex cases, ensuring accurate and complete documentation is maintained.
Conduct remote troubleshooting sessions and collaborate with colleagues to reach timely resolutions.
Log, track, prioritise and manage support tickets in line with SLAs using our ticketing system.
Ensure customers are kept informed throughout the lifecycle of their tickets and receive clear, professional communication.
Identify recurring issues and contribute to process improvements and knowledge base documentation.
Contribute to team meetings and share insight on client support trends or platform improvements.

Infrastructure Support (approx. 40%)

Maintain and support internal IT infrastructure including networks, laptops, desktops, printers, and display equipment.

Prepare and provision IT equipment for new starters, including imaging to company specifications and ensuring all ancillary equipment is supplied.

Support the onboarding of new users and participate in configuration / setup activities.

Maintain the asset register and manage the hardware lifecycle including secure decommissioning of equipment.

Manage the equipment store : tracking inventory, performing audits, and organising compliant disposal of outdated technology.

Perform routine patching, updates, and IT housekeeping to keep systems in optimal condition.

Support implementation and ongoing compliance with security and management standards, currently Cyber Essentials and Cyber Essentials Plus.

Knowledge & Experience :

Experience in a support or technical analyst role.

Experience supporting Microsoft Dynamics 365 applications.

Exposure to working in a reseller, consultancy, or managed services environment.

Strong understanding of IT support processes, including triage and escalation workflows.

Familiarity with ticketing systems, incident management, and service-level driven environments.

Familiarity with ITIL or other service management frameworks

Technical Skills :

Working knowledge of Microsoft Dynamics 365 CRM.

Strong troubleshooting skills across desktop and infrastructure environments.

Microsoft Office 365 administration.

Active Directory and Exchange Online.

Windows 10 / 11 operating systems; familiarity with macOS is a plus.

Networking fundamentals (DNS, DHCP, VPN).

Experience with cloud services, remote support tools, and cybersecurity principles.

Microsoft Certified Professional or willingness to achieve MCP qualifications through self-study

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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Support Analyst • Northampton, England, United Kingdom