> Markdown version of [/jobs/ext/1525568-2nd-line-it-support-engineer-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/1525568-2nd-line-it-support-engineer-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line IT Support Engineer / Service Desk Analyst - **Company:** gb AWD Online - **Location:** East London, UK (Remote available) - **Salary:** £32,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), LiveChat, Cloud Services, Microsoft InTune, Deployment Automation, User Accounts - **Published:** July 2, 2026 - **Apply:** https://www.totaljobs.com/job/2nd-line-support-service-desk-analyst/awd-online-job107500129 ## About the Role * Previous experience in a 2nd line or technical support role within an IT helpdesk or service desk environment * Strong troubleshooting skills across Microsoft Windows, Microsoft 365 and cloud technologies * Experience with Azure administration, Active Directory and endpoint management tools * Knowledge of ITIL processes and incident management best practice * Ability to manage multiple priorities and work to SLAs * Excellent communication and customer service skills * Experience providing remote, onsite and user-facing support * Strong problem-solving and critical thinking ability * A proactive approach to continuous improvement and professional development ## Description Join a dynamic IT support environment delivering 2nd line technical support from a busy help desk, troubleshooting and cloud services support across Microsoft 365, Windows and Azure. This role offers hybrid working and strong career development within a managed services setting., As a 2nd Line IT Support Engineer / Service Desk Analyst you will act as an escalation point for complex issues, supporting Microsoft environments including Windows, Microsoft 365 and Azure cloud services. You will also contribute to service desk operations, ensuring incidents are resolved efficiently. The 2nd Line IT Support Engineer / Service Desk Analyst will collaborate with colleagues, provide VIP support, assist with field engineering tasks and contribute to continuous improvement initiatives within a structured ITIL environment., Your duties as the 2nd Line IT Support Engineer / Service Desk Analyst include: * Incident Management: Log, investigate and resolve technical incidents and service requests via phone, email and live chat * Escalation Handling: Take ownership of complex issues escalated from 1st Line support * Microsoft Support: Provide support across Windows 10/11, Microsoft 365, Entra ID, Active Directory, Intune and Autopilot * Cloud Administration: Assist with Azure services, DNS, DHCP and infrastructure monitoring tools * Onboarding Support: Configure devices, user accounts and access permissions for new starters * Vendor Liaison: Work with third-party suppliers to resolve application and system issues * SLA Management: Manage priority tickets and ensure delivery within agreed service levels * Documentation: Maintain accurate records, updates and technical documentation * VIP Support: Deliver high-quality support to senior stakeholders * Field Support: Provide onsite support when required and cover field engineer absence * Team Collaboration: Support colleagues and contribute to a positive, solution-focused team environment ## Related Videos - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [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) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)