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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst -2nd Line - **Company:** DFS Furniture Ltd - **Location:** Doncaster, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Android Software Development, Apple IOS, Apple Mac Systems, Chrome OS, System Configuration, Desktop Computing, Monitoring of Systems, Windows Servers, Networking Basics, Remote Access Technology, Software Deployment, Software Engineering, TCP/IP, Tablet Computers, Information Technology, Patch Management, Laptops, Gsuite, Google Meet, Cisco - **Published:** July 16, 2026 - **Apply:** https://www.totaljobs.com/job/it-support-analyst/dfs-furniture-ltd-job107699863 ## About the Role * 3-5 years' experience in a 2nd Line IT Support or similar technical support role. * Strong knowledge of Windows 11, Microsoft 365, Google Workspace, Active Directory and Group Policy. * A knack for troubleshooting, with the confidence to diagnose and resolve a wide range of hardware and software issues. * Experience working in a busy IT support environment, ideally within a retail or multi-site business. * Great communication skills, with the ability to explain technical issues in a clear and friendly way to colleagues at all levels. * Experience supporting a variety of end-user devices, including Windows, ChromeOS, macOS, Android and iOS. * A good understanding of networking fundamentals such as TCP/IP, DNS and DHCP. * Experience managing the full lifecycle of end-user devices, from setup and deployment through to maintenance and replacement. * Working knowledge of Microsoft Windows Server (2016 or later). * A collaborative approach and a willingness to share knowledge and support your teammates. * A proactive mindset, with a genuine interest in learning new technologies and continuously developing your skills. * An understanding of how IT supports the wider business and a focus on delivering practical, customer-focused solutions. * Industry certifications such as Microsoft, Google, ITIL, Cisco or CompTIA. * Experience with Mobile Device Management (MDM) solutions. * Knowledge of enterprise antivirus, VPN technologies or monitoring tools. * Experience with asset management systems, managed print services or enterprise networking. Don't let it discourage you if you don't have all of this experience, it's a guideline that will help you hit the ground running. If the role sounds like it would be a great fit for you and you're confident that it suits you, we'd love you to apply. ## Description As an IT Support Analyst, you'll provide second-line technical support across the business, helping colleagues stay productive by resolving a wide range of hardware, software and system issues.You'll manage and prioritise service requests and incidents, ensuring service level agreements are met while delivering a high standard of customer service. Acting as the technical escalation point for the 1st Line Service Desk, you'll troubleshoot more complex issues, share your expertise with the team, and play a key role in maintaining a reliable and efficient IT service. What you'll be responsible for * Providing 2nd line technical support, diagnosing and resolving a wide range of hardware, software and end-user issues. * Configuring, deploying and supporting laptops, desktops, printers, tablets, handheld devices, mobile phones and Google Meet room equipment. * Supporting iOS and Android mobile devices, ensuring users can work effectively wherever they are. * Managing and prioritising your workload to meet service level agreements (SLAs) while maintaining excellent ticket quality and documentation. * Acting as the technical escalation point for the 1st Line Service Desk, providing guidance and expertise on more complex issues. * Escalating incidents to 3rd Line Support or third-party suppliers where appropriate and seeing issues through to resolution. * Monitoring system alerts, identifying potential issues early and taking proactive action to minimise business disruption. * Supporting IT projects, including hardware refreshes, software deployments, patch management and continuous service improvements. * Maintaining accurate IT asset records and supporting audit and asset decommissioning activities. * Creating and updating knowledge base articles, user guides and technical documentation to improve team knowledge and consistency. * Identifying opportunities to improve processes, procedures and ways of working to enhance the IT service. * Ensuring all work is carried out in line with IT security standards, policies and best practice. * Taking part in the 2nd Line on-call rota (approximately one weekend in every five) to provide out-of-hours support when required. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)