2nd Line Support Analyst

Due to internal promotion 2 x 2nd line IT Support roles have become available in a Microsoft Gold Partner business in Bedfordshire with plenty of opportunity for further career development and professional certifications and also offering some hybrid working.

Hybrid working is worked out on a week to week basis and offered in line with business need.  The role is otherwise office based with a 7-7 shift pattern, Monday - Friday, 37.5hrs per week.  On occaision you may need to attend customer site and travel expenses will be reimbursed for this.  Ideally you will have your own transport.

This is a business that offers paid time off to train, works with the newest cloud technologies and puts employees through industry leading IT certifications to support their career development.

  • The ideal candidate will have previous experience gained in an MSP or IT Services environment, although this is not essential. 
  • Will be confident with carrying out remote administration of workstations, servers, routers, network switches and working to strict SLA's, ensuring that call logs are up to date and accurate.
  • Will have a strong customer centric approach to your work as well as knowledge of supporting: Windows 7 and Windows 10 Desktop, Active Directory, EPOS, handheld, MS Surface Pro, ExchangeOffice 365, WANLAN network troubleshooting, basic Windows Server 2008 R2 - 2012 and Managed Build support. 

Day to day you will be supporting an agreed client or clients:

  • Providing remote support
  • Acting as an escalation point for the 1st line service desk, as well as helping create knowledge based articles for the first line team to help improve technical awareness.
  • Spending time researching and resolving the more complex and or time-consuming issues, but also being able to recognise when an incident you are working on requires further escalation and collaborate and liaise accordingly.
  • Always seeking to keep the customer updated on progress against support calls.
  • Providing onsite support if required

Starting salary is up to £32,000 depending on the skills and experience you bring to the role. There may be some flexibility for a stand out candidate.  In addition they offer a competitive benefits package, great offices, free parking and good company culture.

IT Support
Contact Name:
Rebecca Taylor