Job Title: 2nd Line IT Support Analyst
Location: Hybrid – Staffordshire
Salary: £28,000 - £32,000 DOE
Role Overview
The 2nd Line IT Support Analyst provides high-quality technical support, handling escalations from 1st Line and resolving complex hardware, software, and infrastructure issues. This hybrid role involves working closely with IT colleagues and attending the office two to three days per week.
The position offers significant development opportunities in the cloud space, particularly with Azure, alongside involvement in service improvements, process refinement, and knowledge sharing. You’ll gain exposure to broader operational teams while building your technical expertise.
Key Responsibilities
* Provide high-quality second-line technical support, responding promptly and keeping users informed throughout the ticket lifecycle.
* Manage escalations from 1st Line Support, applying advanced troubleshooting skills to resolve issues involving hardware, software, and IT infrastructure.
* Escalate unresolved Incidents and Problems to engineering teams, ensuring all diagnostic steps are completed and well-documented.
* Deliver technical support both remotely and in person, including installing, configuring, and maintaining IT equipment and applications.
* Support and maintain IT assets such as PCs, laptops, printers, and other peripherals.
* Accurately log tickets and record resolutions within the service desk system.
* Work closely with 3rd line, infrastructure teams, and external suppliers on complex issues.
Skills/experience
* Previous experience in a 2nd Line Support role or similar technical support environment.
* Strong understanding of hardware, Windows operating systems (10/11), and commonly used software applications.
* Experience managing accounts and permissions via Active Directory and Entra ID.
* Proficient in using remote support tools and service desk ticketing systems.
* Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connections.
Please apply!