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# 1st/2nd Line IT Support Analyst

- **Company:** Ramsdens Financial Limited
- **Location:** Stockton-on-Tees, UK
- **Salary:** £31,574.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Software Applications, Internet Information Services (IIS), Virtual Private Networks (VPN), Local Area Networks, Microsoft Office, Microsoft Servers, SQL Databases, Wide Area Networks, Windows Desktop, Wi-Fi Technology, Network Routers, Break Fix, Firewalls (Computer Science), Hardware Infrastructure, Terminal Servers
- **Published:** August 6, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=cdf52e4bb2277549

## About the Role

* Demonstrate sound ability to support Windows desktop environments.
 * Have sound knowledge of current Windows user operating systems.
 * MS Office (various versions).

Hardware Knowledge

 * PC break fix.
 * Routers
 * Wi-Fi
 * Printers
 * LANs
 * WANs
 * Firewalls

Support Environment

 * High standards of efficiency and determination.
 * Show awareness of business operating processes.
 * Sound capability handling support calls.
 * Proven ability to handle high levels of call volumes.

Communication

 * Able to give and take clear instruction in various forms, i.e. verbal, e-mail
 * Capable of demonstrating good listening skills.
 * Able to solve problems with both staff and users alike, through effective communication.
 * Take pride in personal presentation

Desirable

Software Knowledge

 * Terminal Server (RDP) users
 * SQL database.
 * IIS Websites
 * MS Active Directory
 * Microsoft Servers

Hardware Knowledge

 * VPNs

Support Environment

 * Experience using case logging systems
 * Handling cash balancing issues in a retail environment

You must be willing to work 37.5 hours per week. (5 days per week Monday to Saturday)

## Description

We are looking for a 1st & 2nd line IT support analyst to join our team onsite in Teesside. This is a key role providing responsive and efficient IT support., * To report to the RFL IT Support Manager.

 * To analyse and resolve day to day technical problems in support of the RFL.
 * To log all support calls and prioritise them accordingly.
 * To progress project work as allocated by the IT Support Manager.
 * To maintain currency on all Ramsdens systems.
 * To escalate issues to the IT Support Manager.
 * Ensure that departmental SLAs are achieved.
 * To maintain a broad knowledge of state-of-the-art technology, equipment, and/or systems.
 * To substitute for other team members in periods of their absence.
 * To conduct new branch installations.
 * To visit Ramsdens sites where physical first-hand assistance is required.
 * To act as a point of escalation for issues raised by other team members.
 * To perform other related duties as assigned by the RFL IT Support Manager and RFL Directors