Second line IT analyst

Dezeen Limited; London; On-site; GBP 35,000 - 55,000; Full time

Job description

RSHP is hiring a second line IT analyst to join its team in London.

RSHP is an international architectural practice who has designed some of world’s most iconic buildings. Our portfolio of projects ranges from the renowned Lloyd’s of London building, a new distillery and visitor centre for The Macallan in Speyside, to The Leadenhall Building, an office tower which is home to the practice’s studio. Currently, we are working on a range of high-profile projects, including our first residential project in New York.

We are seeking a second line IT analyst to provide technical support and mentorship within RSHP’s IT team. This role is responsible for ensuring the smooth operation of Windows-based systems, networking, and enterprise applications, while also supporting and nurturing our first/second line support technician to help them grow and develop within the team. The ideal candidate will handle escalations, troubleshoot complex issues, and assist with Active Directory administration, Halo ITSM, PowerShell scripting, and IT security tasks.

Key responsibilities

Technical support and issue resolution:

• provide second line support for desktops, laptops, mobile devices, and enterprise applications
• troubleshoot Windows 10/11, Microsoft 365 and key RSHP applications
• resolve escalated tickets via Halo ITSM, ensuring timely issue resolution
• assist with hardware/software installations, rollouts, and IT projects

Mentorship and development:

• act as a mentor and escalation point for 1st/2nd line technicians
• provide coaching and training, helping junior staff develop their skills
• promote best practices in ticket resolution and IT service delivery

System Administration and networking:

• manage Active Directory, Microsoft 365 and Group Policies
• support Windows Server environments, including patch management
• troubleshoot network issues (DNS, DHCP, VPN, Wi-Fi)
• assist in security initiatives, including endpoint security and compliance

Automation and process improvement:

• use PowerShell scripting to automate routine IT tasks
• contribute to improving IT processes through automation and best practices

Collaboration and documentation:

• work closely with IT team members to resolve complex issues
• maintain accurate technical documentation and knowledge base articles
• provide guidance to end-users on IT best practices

Required skills and experience:

• three plus years’ experience in a second line IT support or similar role
• strong knowledge of Windows 10/11, Microsoft 365, and Active Directory
• understanding of Intune for Mobile Device Management
• email security systems
• experience with troubleshooting Windows Server, networking, and enterprise applications
• familiarity with ITSM tools (Halo ITSM for example)
• familiarity with RMM tools
• good understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs)
• experience with PowerShell scripting for automation
• strong mentorship and leadership skills, with a passion for developing junior IT staff
• excellent problem-solving and communication skills

Preferred qualifications:

• Microsoft Certifications (e.g., MCSA, MD-100, MS-900) desirable
• CompTIA A+
• Cisco CCNA desirable
• previous experience in an architectural or design firm IT environment would be an advantage

Hours: Monday to Friday 9.30am to 6pm

Benefits:

• competitive salary and benefits package
• professional development and certification support
• opportunity to work within a dynamic and innovative environment
• collaborative team culture with career growth opportunities

RSHP is an Equal Opportunities Employer.

www.rshp.com