Junior Support Analyst 2025

We are seeking highly motivated, enthusiastic and detail-oriented Junior support analysts to join one of our specialist application support, infrastructure and environment or customer response teams within our growing UK based service centre.

If you are passionate about technology and enjoy solving complex problems, have great communication and people skills, can work under pressure and learn quickly, prepared to take on a very challenging role in a forward thinking company, then we want to hear from you!

Full and comprehensive technical training and supporting personal development will be provided to the right candidate, however some general IT experience and an aptitude to work in a highly technical service delivery team will be needed.

About MACS

MACS are a pan European organisation that has grown significantly in the past few years with exciting and ambitious plans for significant growth across the UK over the next five years.

MACS are an innovative digital solutions provider to the UK Asset and Infrastructure sectors. We inspire and equip our customers to achieve their digital transformation goals, building a greener, smarter, more reliable approach. Providing social and environmentally responsible solutions that embrace and recognise the creativity and diversity of our people

We are an IBM Platinum Business Partner, and leverage these and other partner products to offer our services. We help organisations improve their processes, analytics, and technology to meet the operational and customer service challenges within their businesses.

As a Junior Support Analyst, you will play a key role in supporting a variety of state of the art technologies including environments, bespoke customer application solutions, middleware and operating systems.

Based at our new prestigious Birmingham city centre office, you will be part of a dynamic and customer centric team that provides technical assistance to ensure the smooth operation and delivery of business-critical services to some of our key UK based customers.

This is an entry-level position and a unique opportunity, perfect for recent graduates or individuals looking to start or further develop a highly sought after career in IT support, working for and developing within a prestigious IT service provider organisation.

Main responsibilities

• Undertake and successfully complete any allocated internal training or knowledge uplift programmes during your probationary period.
• Fulfil customer requests and respond to customer reported issues with speed and confidence, managing reported issues and provide frequent and meaningful customer updates in line with internally documented policies and procedures.
• Troubleshoot functional and technical issues providing second and third line support for mission critical asset management solutions, including troubleshooting of basic software issues.
• Assist in monitoring application performance and middleware solutions identifying and responding to actual or potential issues and trends.
• Work closely with specialist internal support colleagues to quickly learn and understand how to assist in maintaining smooth operations of complex technology solutions.
• Collaborate with more senior specialist team members and customer representatives to grow understanding of products, customer challenges and opportunities for improved customer value.
• Participate in training sessions to learn about existing and new technologies when required to do so.
• Accurately document support activities, associated procedures and associated run books when requested to do so.
• Provide operational analytics on utilisation, incident and problem response and resolution activities to ensure accountability for your contributions.
• Provide user support and training to help clients utilise solutions effectively

Training: Additional role-based training will be provided as required.

Person specification

Qualifications, skills and experience

• Basic understanding of computers and software applications; familiarity with Microsoft Office 365 product set including MS Teams and similar common IT tools.
• A strong interest in information technology and working in a role that provides support to high profile customers leveraging complex service solutions.
• A self-starter with a positive mindset and an aptitude to quickly learn new technologies and be able to apply that knowledge effectively.
• Excellent communication and interpersonal skills, with a customer-focused approach with the ability to communicate at multiple levels.
• Ability to work independently, collaborate effectively and quickly integrate into the Service Centre team to become a productive and reliable support resource.
• Full training will be provided.

What we offer

• A career in IT support within a dynamic, highly skilled and developing team.
• Comprehensive skills development programs and training to enhance your knowledge and abilities.
• Competitive salary and a comprehensive benefits package.
• Flexible working arrangements.
• Opportunities for growth and career progression.
• A supportive and collaborative work environment.
• Prestigious city centre offices, just a stone's throw from New Street Station

MACS are an equal opportunity employer and values diversity in the workplace.

Successful candidates must have the right to work in the UK. Successful candidates must meet the security requirements before they can be appointed. The level of security required is security check. Successful candidates must also complete basic personnel security standard checks.