This is a strictly onsite 2nd Line Support role.
You will join a fast-growing Operations team responsible for providing technical support to our existing customer base, as well as implementing projects and solutions for new prospects.
This position is ideal for a motivated individual eager to gain experience working with a diverse range of exciting technologies. Comprehensive in-house training is provided and, by agreement, supplemented with official industry qualifications.
Our primary goal as a team is to ensure exceptional client satisfaction. The Second Line Analyst plays a crucial role in achieving this.
The Second Line Analyst resolves technical issues beyond the scope of initial checks performed by First Line support. They take ownership of more complex tickets and ensure clients are kept informed throughout the process.
Working closely with the wider Operations Team, the analyst offers guidance to First Line colleagues when necessary and addresses issues requiring deeper technical expertise. When further assistance is needed, they collaborate with or escalate to Third Line, ensuring a seamless and professional client experience.
Salary Bracket
£28,000 - £35,000 plus On-Call Allowance
Key Requirements
Minimum of 2 years' experience in 1st or 2nd line technical helpdesk support, preferably within a Managed Service Provider environment
Excellent customer service and communication skills
Full, clean UK driving licence with the ability to travel to our office for shifts
Experience engaging with clients at all levels, from senior management downwards
Ability to prioritise tasks effectively in a busy, fast-paced service desk environment
Capable of working both independently and collaboratively within a team
Key Responsibilities
Delivering 2nd line support remotely and occasionally on-site as required
Managing open tickets within SLA, maintaining ownership until resolution
Collaborating with team members, clients, and suppliers to resolve issues and manage expectations
Creating, updating, and reviewing knowledge base articles
Acting as an escalation point for support calls across tiers, ensuring timely and effective resolution
Building new devices and managing Intune enrolments
Conducting customer site visits for support or project-related work as needed
Participating in an on-call rota, including occasional evening and weekend shifts (scheduled overtime)
Use of Ticketing System
Utilising the ticketing system to manage and resolve helpdesk tickets and service requests
Recording all work accurately within the ticketing system
Ensuring client documentation is comprehensive and well maintained
Splitting tickets containing multiple issues into separate, individual tickets
Preventing tickets from becoming inactive or "stale" during the resolution process
Use of Monitoring and Management Tools
Regularly reviewing the RMM dashboard and applying remediation actions as per defined processes
Monitoring scheduled and automated tasks according to established procedures
Communication, Reporting and Risk Management
Keeping clients informed of their ticket status at every stage, including updates on any related outages or changes
Identifying, communicating, and mitigating potential risks to account managers and clients
Teamwork and Compliance
Adhering to schedules set by the Operations Manager
Following all security protocols and maintaining vigilance for potential security concerns
Recognising opportunities for improvement and offering constructive suggestions
Performing additional duties as directed by the Operations Manager
Skills
Desired Attributes
A passion for solving problems and overcoming challenges
Excellent communication skills, grounded in attentive listening
Understanding of support tools, techniques, and the role of technology in service delivery
Strong knowledge of operating systems, business applications, printing, and network systems
Ability to type quickly and accurately while conversing on the phone
A genuine commitment to delivering outstanding client experiences
Familiarity with IT applications, software, and hardware
Adaptability to keep pace with the rapidly evolving IT landscape
Technical Skills
Microsoft 365
Microsoft Azure/Entra and Intune
Windows and Apple operating systems
Understanding of security principles
Firewalls (Unifi, SonicWall, and general concepts)
Data protection, including backups and disaster recovery
Windows Server and Hyper-V
Active Directory, DNS, DHCP, and Group Policy
Benefits
Mainly onsite role in Northampton
One day per week working from home
Company pension scheme
Gym membership at office location
Free on-site parking
Employee Assistance and Wellbeing Programme
25 days' annual leave
High-performance laptop provided
Proactive approach to ongoing training to develop lifelong skills
Training
Access to industry-recognised training certifications through world-class platforms, including:
CompTIA Qualifications
Microsoft Qualifications
Networking and Security Courses
Career Progression
This role offers clear progression opportunities into positions such as 3rd Line Support Analyst, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.
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