IT support Analyst M365/Google Workspace

Job Title: IT Support Specialist (Managed Services)
Employment Type: Managed Service
Location: Remote
The analyst have to be available Monday-Friday 07:00–19:00 BST.

About the Role
We are seeking a customer-focused IT Support Specialist to deliver remote managed IT support services across Google Workspace and Microsoft 365 environments.
This role is responsible for providing end-user support during extended business hours, managing identity and access requests, administering collaboration platforms, supporting mobile device management (MDM), and ensuring a consistent, high-quality user experience.
The successful candidate will work within a managed services framework, adhering to agreed service level agreements (SLAs), maintaining accurate documentation, and proactively identifying opportunities for service improvement.
Working Hours
Provide remote support coverage during extended business hours.
Participate in scheduled shift rotations to ensure continuous service availability.
Support priority incidents and service requests in accordance with defined SLAs and escalation procedures.
Provide occasional out-of-hours support for critical business incidents, as required.
Key Responsibilities
End-User Support
Deliver Level 1 and Level 2 remote technical support for end users.
Log, categorize, prioritize, and resolve incidents and service requests through the IT service management platform.
Provide timely communication and status updates to users and stakeholders.
Troubleshoot issues related to operating systems, productivity applications, collaboration tools, and endpoint devices.
Escalate complex issues to specialized support teams when necessary.
Identity and Access Management
Manage user identities and access across Google Workspace and Microsoft 365.
Execute Joiner, Mover, and Leaver (JML) processes, including:
User account provisioning and deprovisioning
Role and permission changes
License allocation and recovery
Group membership administration
Support password resets, multi-factor authentication (MFA), and account recovery processes.
Ensure compliance with security and access governance policies.
Collaboration Platform Administration
Administer and support Google Workspace and Microsoft 365 services, including:
Gmail and Microsoft Outlook
Google Drive and OneDrive
Google Meet and Microsoft Teams
Shared mailboxes and distribution lists
SharePoint Online and Shared Drives
Configure, maintain, and troubleshoot:
Email forwarding
Mail flow issues
Inbox and transport rules
Shared mailbox access
Calendar permissions and delegation
Mobile Device Management (MDM)
Administer and support MDM solutions for corporate devices.
Enroll, configure, and maintain Android, iOS, Windows, and macOS devices.
Apply security policies, compliance settings, and conditional access controls.
Troubleshoot device enrollment, synchronization, and application deployment issues.
Perform remote device actions, including lock, wipe, and compliance remediation.
Service Management
Meet or exceed contractual SLAs and key performance indicators (KPIs).
Maintain accurate ticket documentation, asset records, and support procedures.
Develop and update knowledge base articles and standard operating procedures.
Identify recurring issues and recommend service improvements.
Collaborate with customer stakeholders and internal teams to ensure service excellence.
Required Skills and Experience
Minimum 3 years of experience in an IT support, service desk, or managed services environment.
Hands-on administration experience with Google Workspace and Microsoft 365.
Experience managing Joiner, Mover, and Leaver processes.
Strong understanding of identity and access management principles.
Experience troubleshooting email systems, forwarding rules, and mailbox configurations.
Practical experience with MDM platforms such as Microsoft Intune, Google Endpoint Management, Jamf, or equivalent solutions.
Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
Strong knowledge of Windows, macOS, Android, and iOS environments.
Understanding of ITIL service management principles.
Excellent verbal and written communication skills in English.
Preferred Qualifications
Microsoft 365 Certified: Endpoint Administrator Associate
Google Workspace Administrator Certification
ITIL Foundation Certification
Experience supporting hybrid cloud environments
Key Competencies
Strong customer service orientation
Excellent troubleshooting and analytical skills
Ability to work independently in a remote environment
Strong organizational and time management skills
Attention to detail
Ability to manage multiple priorities effectively
Commitment to continuous improvement and service excellence