2nd Support Analyst
Posted 02/09/2024 by IMT Resourcing Solutions
Job Title: 2nd Line Support Analyst
Location: Gloucester (Hybrid Working)
Salary: Up to £35,000
Company Info:
My client is a growing IT solutions provider based in Gloucester, dedicated to delivering exceptional service and support to our diverse client base. Their mission is to empower businesses with cutting-edge technology solutions while maintaining the highest standards of customer satisfaction.
About the Role:
My client is seeking a proactive and skilled 2nd Line Support Analyst to join our talented IT support team. In this role, you will be responsible for providing advanced technical support to our clients, troubleshooting a variety of IT issues, and working closely with our 1st and 3rd line teams to ensure seamless service delivery.
Key Responsibilities:
Location: Gloucester (Hybrid Working)
Salary: Up to £35,000
Company Info:
My client is a growing IT solutions provider based in Gloucester, dedicated to delivering exceptional service and support to our diverse client base. Their mission is to empower businesses with cutting-edge technology solutions while maintaining the highest standards of customer satisfaction.
About the Role:
My client is seeking a proactive and skilled 2nd Line Support Analyst to join our talented IT support team. In this role, you will be responsible for providing advanced technical support to our clients, troubleshooting a variety of IT issues, and working closely with our 1st and 3rd line teams to ensure seamless service delivery.
Key Responsibilities:
- Provide 2nd line support to diagnose and resolve technical issues across various platforms, including Windows, macOS, Office 365, and networking hardware.
- Respond to escalations from the 1st line support team and provide timely and effective solutions.
- Maintain and update documentation related to support processes, client environments, and known issues.
- Assist with system monitoring and maintenance to ensure optimal performance and reliability.
- Collaborate with the 3rd line support team on complex issues and projects.
- Support the deployment, configuration, and maintenance of IT infrastructure, both on-site and remotely.
- Communicate effectively with clients to understand their needs and provide clear updates on issue resolution.
- Keep up to date with the latest technology trends and best practices to enhance the support offering.
- Proven experience in a 2nd line support role, ideally within an MSP or similar environment.
- Strong technical skills in Windows and macOS operating systems, Office 365, Active Directory, and network troubleshooting.
- Familiarity with remote support tools and ticketing systems.
- Excellent problem-solving abilities and attention to detail.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- A proactive approach to learning and personal development.
- Ability to work independently as well as part of a team.
- Relevant IT certifications (such as CompTIA Network+, Microsoft Certified Professional, etc.) are a plus.
- Salary up £35,000
- Hybrid working
- Opportunities for ongoing training and professional development.
- A supportive and collaborative team environment.
- The chance to work with a variety of clients and technologies, gaining exposure to a wide range of IT challenges.
- Flexible working options and a focus on work-life balance.
- Type:
- Permanent
- Contract Length:
- N/A
- Contact Name:
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- Telephone:
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- Job Reference:
- 963532
- Job ID:
- 222253397
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