Job Description
2nd Line Service Desk Analyst
£28,000 - £34,000 | Fareham | IT Managed Service Provider
You’re the one people go to when 1st line hits a wall.
You’ve got the experience, the confidence, and the tech know-how to take ownership of tougher support tickets, solving problems properly, not just patching over them. And you’re ready for a role where you can bring your skills to the table and work with a variety of customers, technologies, and challenges.
This is your opportunity to join a growing MSP in Fareham, delivering high-quality 2nd line support to a wide range of external customers. It’s hands-on, varied, and ideal if you’re looking to grow into more project or 3rd line or project delivery work over time.
What’s in it for you?
* Salary: £28,000 - £34,000
* Location: Fareham: full-time, office-based
* Tech Variety: Work across multiple environments and industries, supporting M365, Windows Server, VMware, networking, and more
* Team Culture: Tight-knit service desk where you’ll be supported, challenged, and valued
* Career Growth: Exposure to 3rd line engineers and project work, great if you’re looking to step up
What you’ll be doing:
* Acting as the escalation point for 1st line, resolving more complex support tickets across infrastructure and end-user tech
* Supporting external customers remotely (and occasionally on-site if needed)
* Working across Microsoft 365, Windows Server, AD, Exchange, and virtualisation platforms
* Troubleshooting light networking issues, switches, firewalls, DNS, DHCP
* Logging, managing, and owning tickets from start to resolution
* Helping to keep documentation up to date and contributing to continuous service improvement
What you’ll bring to the table:
* Proven experience in a 2nd line IT support role, ideally in an MSP or multi-customer environment
* Strong knowledge of Microsoft tech: Windows 10/11, M365, Windows Server, Active Directory
* Some hands-on experience with VMware or similar virtualisation platforms
* A solid understanding of basic networking – enough to troubleshoot when things go wrong
* Great communication skills - clear, confident, and customer-focused
* A proactive mindset - someone who takes ownership and wants to keep learning
This is a great next move if you’re looking to own more, fix deeper, and build your skillset in a fast-moving MSP environment.
Ready to level up?
Send your CV to bob. bath @ mexasolutions. com and let’s have a chat.