Remote IT Support Analyst

Salary: £52,000 - 92,000 per year

Requirements

• Experience providing first- and second-line IT support in a business environment.
• Strong working knowledge of IT service desk processes and ticketing systems, such as HubSpot ServiceDesk or similar.
• Experience supporting business applications and SaaS platforms, particularly CRM systems such as HubSpot.
• Ability to respond to technical customer queries clearly and professionally.
• Experience completing or contributing to technical, security, or compliance questionnaires.
• Strong problem-solving skills, with the ability to diagnose, prioritise, and resolve issues efficiently.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• Ability to manage competing priorities and work effectively under pressure.
• Strong attention to detail and a commitment to quality and accuracy.
• Right to work and travel within the UK; sponsorship is not available.
• Offers are subject to satisfactory vetting and reference checks.
• Desirable: Experience using Loopio or similar response management tools.
• Desirable: Knowledge of information security, compliance, and assurance frameworks such as Cyber Essentials and ISO 27001.
• Desirable: Experience supporting or administering HubSpot CRM or other sales and marketing platforms.
• Desirable: Familiarity with cloud-based environments and modern SaaS architectures.
• Desirable: Experience working alongside software development teams.
• Desirable: Awareness of ITIL or structured service management practices.
• Desirable: Interest in continuous improvement and automation of support processes.

Responsibilities

• Provide high-quality first- and second-line IT support to internal users via our HubSpot ServiceDesk, ensuring timely and effective resolution of incidents and service requests.
• Diagnose, troubleshoot, and resolve hardware, software, and system issues, escalating more complex problems where appropriate and tracking them through to resolution.
• Support, maintain, and administer the HubSpot CRM platform and associated tools, including user access, configuration, data integrity, and ongoing optimisation.
• Support other business-critical systems that underpin sales, marketing, and customer engagement activities.
• Respond to technical customer queries in a clear, accurate, and customer-focused manner.
• Complete technical customer questionnaires, including security, compliance, and IT due-diligence responses, using Loopio.
• Work closely with internal stakeholders to ensure customer responses are accurate, consistent, and aligned with our technical and security posture.
• Identify opportunities to improve IT support processes, tools, and systems, contributing to increased service quality, resilience, and productivity.
• Collaborate with development and technical teams to help identify, prioritise, and implement system and process improvements.
• Create and maintain clear documentation, knowledge base articles, and internal guidance materials.
• Stay up to date with industry best practices, emerging technologies, and security standards, sharing knowledge across the business to continuously improve support delivery.

Technologies

• Cloud
• CRM
• Hardware
• HubSpot
• Support
• ITIL
• Marketing
• Security

More

We are SFG20, the industry standard for building maintenance, providing services and pioneering technologies that help people create and sustain safer buildings. Our mission is to make buildings better using our standard, software and expertise, and our vision is to become the leading authority for built environment maintenance that protects and enhances quality of life. We offer a remote/hybrid-first working policy, 26 days holiday plus Bank Holidays with the option to buy up to 5 additional days, private medical insurance with BUPA, an Employee Assistance Programme with WeCare, enhanced family-friendly benefits, gym discounts, and more. We are committed to diversity, inclusion, and equal opportunity, and we welcome applications from all backgrounds. We also support candidates who need accommodations for their specific situation.

last updated 28 week of 2026