> Markdown version of [/jobs/ext/3045555-2nd-line-technical-support-analyst](https://www.wearedevelopers.com/jobs/ext/3045555-2nd-line-technical-support-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 Technical Support Analyst - **Company:** Hays plc - **Location:** Leicester, UK - **Salary:** £32,070.0 - **Contract:** Permanent contract - **Skills:** Apple Mac Systems, Business Software, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Microsoft Office, Remote Access Technology, TCP/IP, Information Technology, Laptops - **Published:** September 24, 2026 - **Apply:** https://www.careerjet.co.uk/job/gbce217bb4b4a16f1912884e76aa86a01d/eaa ## About the Role * Proven experience in a technical support or IT helpdesk role, ideally in a 2nd line capacity. * Strong troubleshooting skills and the ability to resolve complex technical issues independently. * Excellent knowledge of Windows and/or Mac operating systems, Office 365, and common business applications. * Understanding of networking concepts (TCP/IP, DNS, DHCP), and experience supporting remote access solutions. * Familiarity with ITIL best practices and incident management processes. * Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly. * Ability to prioritise workloads, manage multiple tasks, and work effectively under pressure. * Relevant IT qualifications (e.g., CompTIA A+, Microsoft Certified, ITIL Foundation) are desirable. ## Description Hays Recruitment have partnered with Leicestershire County Council in the search for a 2nd Line Technical Analyst to deliver in-depth technical assistance to end users and clients, resolving complex IT issues escalated from the 1st line support team. This position requires strong analytical skills, a thorough understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders. The role is pivotal in ensuring smooth operations, maintaining high levels of customer satisfaction, and supporting the ongoing improvement of IT services. Your new role will involve * Diagnose, troubleshoot, and resolve advanced technical issues escalated from 1st line support, covering hardware, software, network, and application problems. * Provide technical guidance to 1st line analysts and assist in the development of their technical skills. * Document all incidents, actions, and resolutions accurately within the ticketing system, ensuring compliance with service level agreements (SLAs). * Analyse recurring issues and collaborate with other IT teams to identify root causes and implement long-term solutions. * Install, configure, and maintain IT equipment and software, including desktops, laptops, printers, and mobile devices. * Support the rollout of software updates, patches, and system upgrades in line with organisational policies. * Maintain up-to-date knowledge of relevant technologies and participate in ongoing training and development. * Deliver excellent customer service, managing expectations and keeping users informed throughout the support process. * Escalate unresolved issues to 3rd line or specialist teams as required, ensuring timely handover and clear communication. * Contribute to the creation and maintenance of technical documentation, knowledge base articles, and user guides. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-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) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)