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Infrastructure Support Analyst

Infrastructure Support Analyst

ZipRecruiterNorthampton, England, United Kingdom
6 days ago
Job type
  • Full-time
Job description

Job Description

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  • Manage the equipment store : tracking inventory, performing audits, and organising compliant disposal of outdated technology.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).
  • Asset lifecycle management including secure disposal.
  • Experience with cloud services, remote support tools, and cybersecurity principles.
  • Microsoft Certified Professional or willingness to achieve MCP qualifications through self-study

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    Support Analyst • Northampton, England, United Kingdom