2nd Line Support Desk

FryerMiles are delighted to be working with an award-winning IT Support company to assist with their recruitment of a 2nd Line Analyst to join their team in London.

The successful candidate will strong technical knowledge, a proactive mindset, and a customer-first approach. The successful candidate will be responsible for resolving more complex technical issues, supporting escalations from 1st Line, maintaining systems, and contributing to process improvement and documentation., * Provide technical support to users on Windows and MacOS platforms

• Act as an escalation point for unresolved 1st Line issues
• Support the deployment of software updates and patches
• Assist in maintaining and troubleshooting network issues, including WiFi, LAN, and VPN connections
• Support the configuration and management of network printers and other peripherals
• Administer data backup/restores
• Maintain and update support documentation
• Collaborate with other IT staff to identify recurring issues and improve service
• Participate in IT projects and initiatives as needed
• Provide occasional after-hours support as required

• Minimum 2 years' experience in a similar IT support role (MSP experience desirable but not essential)
• Strong analytical and troubleshooting skills with the ability to quickly identify, diagnose, and resolve technical issues
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to effectively prioritise tasks, manage time efficiently, and adapt to shifting demands in a high-pressure environment.
• Strong technical knowledge and hands-on experience with Windows (10/11) and Mac OS.
• Proven expertise with MS Office365 Business Apps, MS Azure, and Office365 Admin Centres
• Familiarity with Google Workspace.
• Strong understanding of networking components such as firewalls, switches, and wireless access points (WAP).