IT Support Analyst - UK

Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

The IT Support Analyst II is responsible for providing second-line technical support to end-users, ensuring efficient resolution of complex hardware, software, and network issues. This role involves diagnosing and troubleshooting advanced technical problems, collaborating with first-line support, and escalating critical issues as needed. The IT Support Analyst II will also assist with IT infrastructure projects and initiatives, ensuring smooth IT operations across multiple locations.

📍 Location:  

This is a hybrid role requiring the successful candidate to work  3 days a week in our Maidstone, Kent office, located at 2 County Gate Staceys Street, Maidstone, ME14 1ST

• Effectively managing workload and prioritising multiple open tickets simultaneously while adhering to SLA thresholds for incidents, and request
• Provide second-line technical support to users via video conference, ticketing system, email, phone, and in-person.
• Diagnose and resolve complex hardware, software, and network issues, collaborating with third-line support and infrastructure teams when necessary.
• Support and configure IT hardware such as laptops, conference room equipment, printers, mobile devices, and networking hardware.
• Administer and maintain user accounts, permissions, and software access across various enterprise systems, including Microsoft 365, Teams, Active Directory, and cloud-based services
• Act as an escalation point for first-line support to ensure critical incidents are resolved in a timely manner.
• Provide guidance and mentorship to junior IT support staff.
• Assist in managing and maintaining network infrastructure, including switches, firewalls, and wireless access points.
• Improve, monitor and support IT systems such as Microsoft 365, Teams, Active Directory, and cloud-based services.
• Participate in server maintenance, patch management, and security compliance initiatives.
• Assist in IT asset management and procurement processes, ensuring accurate inventory tracking.
• Support desktop administration, and IT infrastructure projects globally.
• Educate end-users on IT best practices, cybersecurity awareness, and software tools.
• Maintain detailed documentation of support activities, resolutions, and IT processes.
• Contribute to the development of IT knowledge base articles and self-service guides.
• Work closely with regional IT teams and stakeholders to standardise IT processes and policies.
• Travel to European offices as needed to provide on-site IT support, conduct audits, and assist with IT deployments.
• Coordinate with external vendors for hardware repairs / purchase, software licensing, and infrastructure improvements.

• Degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3-5 years of experience in an IT support, helpdesk, or system administration role.
• Experience supporting multi-site IT environments.
• Proficiency in Windows and macOS operating systems.
• Advanced knowledge of Microsoft 365, Teams, SharePoint, and Active Directory.
• Knowledge of networking concepts, including TCP/IP, VPNs, DNS, DHCP, and firewalls.
• Experience with endpoint management tools (e.g., Intune, JAMF) and IT security best practices.
• Familiarity with virtualisation technologies (e.g., Hyper-V,) and cloud services (Azure, AWS).

About Caseware

Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.

With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.

One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at talent@caseware.com.

Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well.