Job Description

Joining Arup
Arup's purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.
We're looking for an IT support analyst to be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software, peripherals and projects.
Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it!
The Opportunity
At Arup, you belong to an extraordinary collective - in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning - to Arup, to your career, to our members and to the clients and communities we serve.

• Working under the guidance of the local service lead, you will be part of a larger team that provides customer-focused digital services to Arup globally. This is a full-time, level 2 support role in a typical IT support infrastructure, with a business-focused mindset.
• We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes self-discovery and allows people time to be creative.
• Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.
• Providing value-added services to the business, working together with the leadership team to drive technology and help transform business activities.
• Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.
• Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.
• Managing service tickets, documenting procedures and best practices, adhering to ITIL policies, supporting software asset management, and contributing to a collaborative and inclusive team environment by sharing knowledge and promoting best technology practices.

Did you know: Our Digital Technology team are proud prior winners of the IT Team of the Year at the Chartered Institute of IT's UK IT Industry Awards.
Is this role right for you?

• Experience in hardware support for both PC and Mac, as well as mobile devices including iPhones, iPads, and Samsung models. Proficiency in Microsoft Windows operating systems with some familiarity with Mac OS. Knowledge of Microsoft 365 and its associated services, such as OneDrive for Business and Microsoft Teams. Understanding of video conferencing hardware and software, along with experience in supporting office printers and copiers, which may vary by location.
• Ability to communicate clearly and adapt interpersonal style to connect with diverse stakeholders, fostering open dialogue and collaboration.
• Exposure to continuously learning by quickly absorbing new knowledge, adapting to industry trends, and embracing change with resilience in dynamic environments.
• Ability to maintain high standards in work, carefully reviewing all aspects to ensure accuracy and completeness.
• Experience working in a regional or global organisation providing desktop support services in a Microsoft environment.
• Experience with ServiceNow or similar IT service management platforms, along with exposure to working in a professional services environment. A strong technical aptitude and a proven ability to learn and apply new skills in a fast-paced setting are essential. Familiarity with industry-specific software solutions such as Autodesk, Bentley, and Trimble, as well as enterprise tools like Adobe, Bluebeam, Cisco, and Symantec, is also desirable.
• Ability to build positive relationships by understanding needs and delivering value-added solutions, acting as a trusted partner.

What we offer you

• At Arup, we care about each member's success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive - through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do. * We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup's legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

• We care about you and want you to perform at your best, which is why we offer one of the most competitive benefits packages in our sector.

As a member organisation, everyone shares in our success through a global profit share scheme (payments are dependent on the firm's financial performance).
Different people, shared values
Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas - this drives our excellence.
Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion - we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at Careers - Your Life at Arup.
We are committed to making our recruitment process and workplaces accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.
Our Application Process
To understand what to expect next, please visit our Careers page Our aim is to make this process as streamlined and easy as possible for our applicants.
Stay safe online - Arup will never ask for payment or your bank details as part of our recruitment process.

Skills Required