IT Analyst

What makes Neg Earth different and what we can offer you

Founded in 1983 by Dave & Pip Ridgway, Neg Earth Lights is a family-owned lighting and rigging equipment supplier for the entertainment industry. We are based at our purpose-built state-of-the-art facilities in Park Royal, London. Every day is different and brings new and exciting challenges. We have a commitment to a sustainable live events and touring industry, one that sparks real emotions and long-lasting memories whilst creating a sense of belonging for our team.

With over 40 years' experience of investing in the latest equipment, in our people, and in our relationships, we encourage ingenuity, creativity, and the exploration of new ways to collaborate.

From concept to delivery, our team wear our reputation for innovation, quality, and reliability as a badge of honour. We seek to invest in the latest and best equipment and ensure everything, from flight cases to truss is maintained to the highest standard. We are forward thinking and flexible, making the complex, simple and the simple, exceptional. No matter the size or scale of the project we take pride in our consistency and customer focused approach.

For us, your training and development takes centre stage, from your first day to your last we will encourage and support you throughout your career development. Our NELL Academy training programmes support your wellbeing and ensure you have the skills and knowledge to excel in your role. Our Leadership programmes enable our managers to help you succeed and our competencies guide your development and realise your full potential. We create an inspirational environment rewarding employees for their hard work.

With us, everything is possible, and we strive to ensure every member of our team can take pride in their delivery of projects and promoting creative solutions.

About You & the Role:

We are looking for a proactive 1st / 2nd Line Support Analyst to join our dynamic IT team at Neg Earth Lights. This is an on-site role requiring you to be in the office Monday- Friday. You will provide essential technical support across our warehouse and office. 

Key Responsibilities 

1st line Support: 

• Act as the first point of contact for all IT Support Requests. 

• Reset passwords and unlock user accounts. 

• Install, configure and support user accounts in Active Directory and Microsoft Entra ID 

• Maintain 365 environments (Exchange, SharePoint, Entra ID) 

• Assist with the onboarding and maintenance of user accounts, permissions, and decommissions. 

• Support warehouse specific devices and a variety of printers such as plotters, label printers, Officejet printers etc. 

• Log, track, and update all support tickets accurately within the service desk system, ensuring timely resolution. 

• Escalate complex technical issues to line manager. 

• Supporting the 3CX telephony platform. 

• Supporting the company’s UniFi network across the warehouse and office. 

2nd Line Support: 

• Support networking issues including: 

1. TCP/IP 
2. DNS 
3. DHCP 
4. VPN 
5. Wi-Fi  

• Troubleshoot hardware, software and network issues for the warehouse, office and remote-based users. 

• Support device deployment via Intune for a range of OS such as macOS, iOS, Android and Windows devices.  

• Conduct regular system updates and patches to ensure optimal performance and security of user devices. 

• Assist with server administration and system maintenance. 

• Create and maintain technical documentation and knowledge base articles. 

Standard Companywide Responsibilities:

• Any other duties as required / authorised by your Line Manager / Line Management reporting line.
• Comply with all Health and Safety requirements.
• Comply with all Policies and Procedures.
• Ensuring that work areas are kept in a clean and tidy manner at all times.

Your Skills, Qualifications and Experience

• A qualification in computer science, information technology, or a related field, or equivalent work experience. 

• Proven experience in a 1st or 2nd line IT support role is preferred. 
• Strong technical knowledge of Windows OS, Microsoft 365, and Active Directory. 
• Excellent communication skills and a proactive attitude. 
• Ability to work in a dynamic environment. 
• Strong problem-solving skills and the ability to investigate issues logically from start to finish.