> Markdown version of [/jobs/ext/46408-2nd-line-support-analyst](https://www.wearedevelopers.com/jobs/ext/46408-2nd-line-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 Support Analyst - **Company:** FluidOne - **Location:** Camberley, UK - **Salary:** £30,000.0 - £35,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Apple Mac Systems, Microsoft Azure, Bash Shell, Business Software, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Networking Hardware, Virtual Private Networks (VPN), Python (Programming Language), Knowledge Management, Microsoft Office, Networking Basics, Windows PowerShell, Remote Service Software, Software Deployment, Software Engineering, TCP/IP, Scripting, Enterprise Software Applications, Computer Network Technologies, Connectivity Problems, Sonicwall, Firewalls (Computer Science), Microsoft InTune, Information Technology, Network Support, Performance Monitor, Laptops, Fortinet, Network Server, User Administration - **Published:** May 14, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=c962e68526d5b19a ## About the Role Do you have experience in macOS?, In addition to IT support, you will also provide network support to clients. Familiarity with Meraki, Fortinet, Zyxel, and Sonicwall network technologies is essential. Experience in an MSP support role is crucial. The ideal candidate will thrive in a fast-paced environment and have a strong desire to continue learning and developing their technical skills., * Proficiency in diagnosing and resolving hardware and software issues, including desktops, laptops, servers, and network devices. * Good working knowledge of Microsoft Azure, Intune and Defender * In-depth knowledge of Windows and macOS operating systems, with experience in Linux/Unix environments being advantageous. * Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and the ability to troubleshoot network connectivity issues. * Familiarity with IT Service Management (ITSM) tools such Halo ITSM for incident and request management. * Basic scripting skills in languages such as PowerShell, Python, or Bash for automating routine tasks and improving efficiency. * Experience with Active Directory administration, including user account management, group policies, and permissions. * Ability to support and troubleshoot a variety of enterprise applications, including Microsoft Office Suite, email clients, and other business software. * Knowledge of IT security best practices, including antivirus solutions, firewalls, encryption, and incident response. * Proficiency with remote support tools and techniques for providing assistance to offsite or remote users. * Ability to create and maintain detailed documentation for troubleshooting procedures, configurations, and user guides ## Description As a Level 2 IT Support Engineer, you will provide comprehensive support services to our clients, ensuring their IT infrastructure and systems remain fully operational. This role involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the 2nd Line Team Leader, your responsibilities will include a mix of proactive monitoring and maintenance, as well as business-as-usual support., * Incident Management: Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs). * Problem Management: Analyse incident trends to identify recurring issues and work towards root cause resolution to prevent future occurrences. * Technical Support: Provide advanced troubleshooting and technical support for complex issues across a wide range of enterprise systems and applications. * Change Management: Review and implement changes to the IT environment, ensuring they comply with Change Management procedures and minimise disruption. * Knowledge Management: Document solutions and workarounds for common issues to enhance the knowledge base and assist 1st line support in resolving incidents faster. * Service Request Fulfilment: Process and fulfil service requests that require more technical expertise than 1st line support can provide. * Customer Communication: Maintain clear and professional communication with customers regarding the status of their incidents and requests. * Escalation Handling: Escalate unresolved issues to 3rd line support or external vendors as necessary, ensuring detailed documentation and communication. * Root Cause Analysis: Conduct thorough root cause analysis for major incidents and problems to prevent recurrence and improve service reliability. * Performance Monitoring: Monitor and analyse system performance metrics to proactively identify and resolve potential issues. * System Maintenance: Perform routine maintenance and updates on enterprise systems to ensure optimal performance and security. * Software Deployment: Manage and execute software deployments and updates, ensuring minimal impact on business operations. * Compliance and Security: Ensure that all support activities comply with organisational policies and industry regulations, including security and data protection standards. * Collaboration: Work closely with other IT teams (e.g., network, infrastructure, application development) to resolve complex issues and improve overall service quality. * Training and Mentoring: Provide guidance and training to 1st line support analysts to improve their technical skills and enhance the overall effectiveness of the support team. ## Related Videos - [WeAreDevelopers LIVE - Back to CODE100](https://www.wearedevelopers.com/videos/1909-wearedevelopers-live-back-to-code100) - [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) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [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) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [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) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)