2nd Line Support Analyst

We're looking for an enthusiastic and motivated IT Support Engineer who has already established themselves in a Support role and is keen to develop their technical skills across infrastructure, cloud technologies and project delivery.

This is an excellent opportunity to join a supportive IT team where you'll play a key role in delivering high-quality technical support while gaining exposure to a broad range of technologies and contributing to projects that shape the future of the business.

The Role

As a 2nd Line IT Support Engineer, you'll act as the technical escalation point for more complex support issues, working closely with end users to resolve problems efficiently while maintaining excellent customer service.

Alongside your support responsibilities, you'll be encouraged to broaden your technical knowledge, contribute to infrastructure improvements, and assist with the delivery of IT projects.

Your responsibilities will include:

• Providing 2nd line technical support and acting as the escalation point for the Service Desk.
• Troubleshooting and resolving more complex hardware, software and infrastructure issues.
• Supporting and maintaining the company's IT systems and infrastructure.
• Coordinating software updates, security patches and version upgrades.
• Managing IT changes through established change control processes.
• Supporting IT projects, including planning and technical implementation.
• Purchasing, provisioning and configuring IT equipment.
• Managing IT requirements for new starters, movers and leavers.
• Producing and maintaining technical documentation and knowledge base articles.
• Contributing ideas to improve systems, processes and the overall IT roadmap.
• Ensuring systems and changes comply with security standards and regulatory requirements.

You'll have experience working within an IT support environment and be passionate about developing your technical skills. Just as importantly, you'll enjoy solving problems, helping users and continuously learning new technologies.

Experience with some of the following would be advantageous:

• Windows 11
• Windows Server (2016 onwards)
• Microsoft 365
• Microsoft Teams
• Microsoft Exchange
• Microsoft Azure
• VMware vSphere
• Citrix XenApp
• IIS
• Dell Networking
• Sophos technologies
• Mitel telephony

Don't worry if you haven't worked with every technology listed above. A genuine enthusiasm for IT, a proactive approach to learning and a desire to build your technical expertise are far more important.

We're Looking For Someone Who Is:

• Passionate about technology and eager to learn.
• Customer-focused with excellent communication skills.
• Able to prioritise workload effectively and remain calm under pressure.
• A logical problem solver with strong attention to detail.
• Keen to contribute ideas and support continuous improvement.
• A collaborative team player with a positive, proactive attitude., * Office 365
• Azure Active Directory
• Windows Server

• Salary up to £40,000.
• A permanent, office-based role in Tamworth, Staffordshire.
• Exposure to a wide range of modern infrastructure and cloud technologies.
• Opportunities to work on technical projects and develop your skills.
• A supportive environment that encourages learning and career progression.