{"id":4063225,"url":"https://alion.io/job/ebury-service-support-analyst","title":"Service Support Analyst","company":{"id":51369,"name":"Ebury","domain":"ebury.com","url":"https://alion.io/company/ebury","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":15,"ghost_share":0,"stale_share":0.933,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-11T07:21:13Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T09:59:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Ebury helps ambitious businesses unlock global growth, and we take the same approach with our people. We encourage innovation and movement, collaboration and problem-solving, and foster an environment where everyone can feel they belong, are valued, supported and empowered to succeed.\nIf you’re a collaborator who wants to help transform how businesses operate globally, get in touch - we’d love to discuss how Ebury can accelerate your career so you can shape the future.\nService Support Analyst \nEbury Leon Office - Hybrid: 4 days in the office, 1 day working from home per week\nThe Service Desk function is responsible for delivering enterprise-grade IT support. The team provides high-quality technical support to business users across multiple international locations, ensuring minimal disruption to operations and an exceptional end-user experience. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business. \nThe Service Support Analyst will deliver advanced technical support across all areas of the business, acting as a key point of contact for IT service delivery and end-user experience. The role is responsible for supporting enterprise infrastructure, endpoint management, cloud services, telephony systems, and core networking technologies within a fast-paced global environment. This position requires strong troubleshooting expertise, excellent communication skills, and a customer-first mindset to ensure timely resolution of technical issues while maintaining high service standards. The successful candidate will gain exposure to a diverse technology stack, cloud-based infrastructure, cybersecurity practices, and global IT operations. The role involves participation in IT projects, office deployments and international travel is required, sometimes at short notice, to support new office openings, relocations, and onsite technical operations.\nWhat you’ll do\nTechnical Support & Incident Management\nProvide 1st and 2nd line technical support for Windows, macOS, Linux, and ChromeOS environments. \nDiagnose, troubleshoot, and resolve hardware, software, networking, and system-related incidents within agreed SLAs. \nDeliver remote and onsite support to 2000+ users across 51+ global offices. \nManage and resolve incidents, service requests, and escalations through the IT Service Management (ITSM) platform. \nSupport enterprise collaboration and productivity platforms including Google Workspace and Microsoft Office applications. \nTroubleshoot authentication, access control, connectivity, and cloud-service-related issues. \nInfrastructure & Endpoint Administration \nConfigure, deploy, maintain, and support laptops, desktops, mobile devices, peripherals, and telephony systems and endpoint lifecycle management. \nSupport hardware/software asset management and procurement processes. \nProficient in Audio Visual equipment\nUser Experience & Customer Service\nDeliver exceptional customer service with a proactive, professional, and user-focused approach with highly organized with strong attention to detail.\nProvide clear technical guidance to end users of varying technical abilities.\nEnsure effective communication throughout incident resolution and service delivery processes.\nMaintain high levels of user satisfaction through responsive support and continuous service improvement.\nSelf-motivated, adaptable, and capable of working independently or within a global team. \nOperations\nSupport onboarding/offboarding processes in alignment with HR and IT security policies.\nAssist with office setups, relocations, user moves, and global IT deployments.\nCreate and maintain technical documentation, knowledge base articles, and operational procedures. \nCollaborate with internal IT teams and third-party vendors to support business-critical systems. \nWhat you’ll need \n\nTechnical knowledge of: Windows OS, macOS, ChromeOS\nUnderstanding of: networking fundamentals (TCP/IP, DNS, DHCP, VPN), cloud technologies and SaaS platforms, endpoint support and device management.\nExperience supporting: Google Workspace Microsoft Office / Microsoft 365 applications.\nStrong troubleshooting and analytical problem-solving abilities.\nExcellent verbal and written communication skills in English.\nProven ability to deliver high-quality customer service in a fast-paced enterprise environment.\nAbility to prioritize workload, manage multiple tasks, and work effectively under pressure.\nMobile Device Management (MDM) Logitech/Gmeets equipment. \nDesirable Skills: ITIL Foundation certification or experience working within ITIL-aligned environments.\nWhy Ebury?\nCompetitive Starting Salary with an annual discretionary bonus that truly rewards your performance from day one.\nDedicated Mentorship: Learn directly from experienced managers who are invested in your success.\nCutting-Edge Technology: Leverage state-of-the-art tailor made tools and systems that enable you to perform at your best.\nClear, Accelerated Career Progression: Defined pathways to leadership and specialist roles within Ebury.\nDynamic & Supportive Culture: Work in a collaborative environment where teamwork and personal growth are prioritized.\nGenerous Benefits Package: Access competitive benefits tailored to your location, which typically include health care and social benefits.\nCentral Office: A fantastic location with excellent transport links.\nReady to launch your career with a global FinTech? Click the ‘Apply’ Today and discover your potential at Ebury!\nAbout us\nEbury delivers sophisticated, integrated solutions - business accounts, hedging, and financing - on a single platform with a seamless workflow. Our success is built on a simple premise and singular purpose: To help businesses operate and scale globally. \nSince its founding in 2009, Ebury has always been a fast-growing leader in fintech. Today, we bring together 2000+ Eburians across nearly 70 cities and we’re always looking to add to our team. \nAt the heart of our offering is a proprietary platform, purpose-built to help businesses seamlessly streamline and manage global cash flow. We focus on continuous product evolution and innovation to build the infrastructure for borderless growth and help our clients scale at every stage. \nThe opportunities at Ebury are as diverse as our people, ranging from business development to engineering roles across our tech pillars.\nWe believe in inclusion. We stand against discrimination in all forms and are against the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story.\nImportant Security Notice for Job Applicants:\n Ebury only accepts applications via official Ebury channels. We will only contact you from an @ebury.com domain. Always check the emails you receive from us, and note that we will never request payment for any part of the recruitment process. Stay safe and report suspicious activity.\nNotice to Recruitment Agencies and Search Firms:\n Ebury does not accept unsolicited resumes, CVs, or candidate profiles from recruitment agencies or search firms without signed written Ebury recruitment terms in place for a specific role. Any unsolicited applications will be considered the sole property of Ebury. Ebury will not be responsible or liable for any placement fees or costs associated with unagreed candidate submissions or subsequent hires.\nAI Transparency Statement:\n Ebury uses Artificial Intelligence (AI) and automated tools to help streamline certain parts of our recruitment process, however, these tools are strictly for administrative efficiency. 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