2nd Line IT Support Analyst

2nd Line IT Support Analyst

Role Type: Full-time permanent - Monday to Friday, Hybrid (up to 2 days remote after probation)

Driving license required

Are you an experienced 2nd Line IT Support professional with a passion for solving complex technical challenges? If you have 3+ years of experience and are looking to take the next step in your career, we want to hear from you!

We are looking for a 2nd Line IT Support Analyst to join our IT Department, providing technical support to over 3,000 users while collaborating with a wider IT team. As our organisation continues to expand, you’ll be joining at a key stage of our digital transformation journey.

Responsibilities:

• Provide expert-level technical support to end-users, both remotely and in person.
• Take ownership of assigned tickets, ensuring timely resolution of complex requests.
• Prioritise and schedule advanced technical issues, escalating to management when necessary.
• Maintain thorough documentation throughout the problem-solving process.
• Cultivate strong relationships with customers to gather detailed information and provide tailored solutions.
• Use advanced diagnostic tools to troubleshoot and resolve complex problems.
• Demonstrate mastery in the organization's software and hardware.
• Conduct post-resolution follow-ups to ensure customer satisfaction.
• Configure and manage user profiles.
• Lead hardware installation and configuration.
• Mentor junior team members.

Requirements:

• At least 3+ years of experience in a 2nd Line IT Support role.
• Strong experience with Windows 10/11, Microsoft 365 (Exchange, SharePoint, Teams, OneDrive).
• Active Directory, Group Policy, and basic PowerShell scripting knowledge.
• Experience with MDM solutions (SOTI, Kandji or Microsoft Intune).
• Understanding of network troubleshooting (DNS, DHCP, VPN, LAN, WAN, Wi-Fi).
• Hands-on experience with ticketing systems (FreshService, Zendesk, or similar).
• Hardware troubleshooting - laptops, desktops, printers, and peripherals.
• Strong customer service and communication skills.
• Ability to work independently and in a team, prioritising workloads effectively.
• A full UK driving licence (for occasional site visits).

Desirable Skills:

• Experience with Azure Active Directory and cloud-based solutions.
• Basic knowledge of Windows Autopilot, or scripting (PowerShell, Bash).
• IT certifications (e.g., CompTIA A+, ITIL v4, MCSA, Microsoft 365 Certified).
• Experience working in a multi-site organisation.