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# 2nd Line Support Analyst

- **Company:** RLDatix
- **Location:** UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Backup Devices, Software as a Service, Database Queries, Internet Information Services (IIS), Microsoft SQL Server, Windows Servers, Operational Data Store, Performance Tuning, Windows PowerShell, SQL Databases
- **Published:** June 3, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=fad463620f47aa00

## About the Role

Do you have experience in Technical support?, * Demonstrable experience in a technical support or SaaS support environment (ideally 2nd line or equivalent)

 * Proven success in resolving complex, low-volume but high-impact technical issues rather than high-volume ticket handling
 * In-depth knowledge of Microsoft SQL Server, including query writing, optimisation, backups, and performance tuning
 * Experience with Microsoft IIS, Windows Server, Azure services, and PowerShell
 * Sincere interest in improving systems that support critical operational environments
 * A knack for working both independently and collaboratively within cross-functional, customer-facing environments

By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Programme (EAP) for confidential support, and Loyalty Awards for long-service employees.

## Description

* Investigate and troubleshoot complex issues using SQL, logs, and system diagnostics to resolve customer incidents end-to-end
 * Collaborate with engineering, cloud, and support teams in order to progress escalations and deliver timely resolutions
 * Communicate clearly with customers to explain technical issues, provide updates, and manage expectations throughout the resolution process
 * Analyse system and operational data to identify root causes, trends, and opportunities for improvement
 * Document solutions and contribute to knowledge bases to improve team efficiency and reduce repeat incidents


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