2nd Line IT Support Analyst

• Provide predominantly 2nd Line remote support across a range of client environments
• Troubleshoot and resolve escalated hardware, software, networking and user issues
• Support Microsoft 365, Windows Server, Active Directory and cloud-based environments
• Investigate technical problems, perform root cause analysis and implement resolutions
• Escalate complex infrastructure or project-related issues where appropriate
• Maintain accurate ticket updates, documentation and client communication throughout the support process
• Assist with user onboarding, device configuration and administration tasks
• Support system upgrades, migrations and wider IT projects when required
• Occasionally visit client sites to provide hands-on technical support

Do you have experience in Technical support?, If you’ve already gained some experience within an MSP environment and are looking to move into a more technically involved 2nd Line Support role, this is an excellent opportunity to join a growing IT services business where you’ll continue developing your skills across a broad range of technologies and client environments.

Working within a collaborative and supportive service desk team, you’ll act as a key escalation point for 1st Line issues, taking ownership of more technically challenging support requests and seeing problems through to resolution. You’ll support a wide variety of clients across different sectors, giving you exposure to multiple systems, technologies and infrastructure environments on a daily basis.

This role would suit someone with previous MSP experience who enjoys troubleshooting, takes pride in delivering excellent customer service and is looking to build their technical expertise within a professional, forward-thinking business., * Previous experience working within an MSP environment - Essential

• Experience within a 2nd Line or strong 1st/2nd Line IT support role
• Good working knowledge of Microsoft 365, Windows Desktop and Windows Server environments
• Experience supporting Active Directory, user administration and basic networking
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Ability to manage and prioritise multiple support requests effectively
• A proactive attitude with a genuine interest in developing technically
• Relevant IT certifications or ongoing technical study would be advantageous

Pulled from the full job description

• Flexitime
• Sick pay
• Company pension
• Casual dress
• Work from home
• Company events
• Transport links, This is a fantastic opportunity to join a business that genuinely invests in its people, encourages ongoing development and offers clear progression opportunities as the company continues to grow.

You’ll gain exposure to a wide variety of modern technologies while working alongside an experienced and supportive technical team committed to helping you progress your career.

If you’re looking to take the next step within a successful MSP environment and want a role offering genuine technical development, variety and long-term progression, we’d love to hear from you. Apply now!

Pay: Up to £35,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Flexitime
• Sick pay
• Transport links
• Work from home