2nd Line Technical Support Analyst
Location - Sidcup, Hybrid, must do 3 days a week in the office
Salary - Competitive
The role
Reporting to the 2nd Line Team Leader, the primary responsibility of this role is to ensure the effective progression and timely resolution of calls logged with the Service Desk. The successful candidate will deliver a high standard of service in accordance with agreed Service Level Agreements while managing client expectations professionally.
Throughout the Service Desk process, the role holder will remain the customer’s primary point of contact, retain ownership of the original fault, and act as the principal liaison between the customer and ITRM. This includes providing timely updates and ensuring that each fault is assigned the appropriate priority and level of attention.
This is a demanding support position requiring excellent customer service skills, the ability to communicate solutions clearly and confidently to end users, and broad technical knowledge across a range of technologies.
Role summary
- Administer and support customer infrastructure.
- Troubleshoot and resolve complex technical issues.
- Recommend enhancements to ensure that customer IT infrastructure meets current and future business requirements.
- Conduct customer site visits to provide on-site support for incidents and service requests, ensuring timely resolution and an exceptional standard of customer service.
- Complete proactive works, including, but not limited to, workstation and server patching, network device firmware updates, and the creation of operational documentation.
The department
The IT Service Desk comprises engineers across all support tiers and experience levels, from 1st line apprentice engineers through to 3rd line engineers.
Based in Sidcup, the Service Desk is responsible for providing IT services and support to more than 100 clients across the UK.
Duties and responsibilities
- Take ownership of escalated tickets from the 1st line team.
- Administer and maintain customer infrastructure and cloud environments, including Microsoft Azure, Intune, Entra, Microsoft 365, Active Directory, WAN/LAN technologies, and firewalls.
- Monitor and troubleshoot server and network performance using appropriate monitoring tools, ensuring that any necessary action is taken promptly.
- Administer backup and disaster recovery systems and processes.
- Manage relationships with third-party providers and suppliers.
- Maintain accurate and current operational documentation.
- Attend client sites where required to resolve incidents and service requests.
- Participate in periodic out-of-hours and on-call working arrangements.
Technical skills
- Excellent knowledge of Microsoft Windows Server 2019, 2022, and 2025.
- Experience managing virtualisation platforms, including Microsoft Azure and Microsoft Hyper-V.
- Strong knowledge of Microsoft 365, including Exchange Online, SharePoint, Intune, and Defender.
- Strong knowledge of Microsoft Windows 11.
- Strong knowledge of, and experience troubleshooting, networking protocols and technologies such as TCP/IP, DNS, DHCP, routing, and VLANs.
- Good knowledge of backup and disaster recovery services such as Veeam, Azure Backup, Axcient, and Keepit.
- Experience managing switches and routers from vendors such as Fortinet and Ubiquiti.
- Good knowledge of cloud telephony systems.
- Good understanding of PowerShell.
- Microsoft cloud accreditations would be advantageous.
Person specification
- A strong commitment to continuous personal and departmental improvement.
- A collaborative approach and a commitment to achieving team objectives.
- A consistent focus on improving organisational effectiveness.
- Strong written and verbal communication skills.
- The confidence and ability to mentor other members of the Service Desk.
- A natural aptitude for troubleshooting and problem-solving.
- Proven ability to work effectively under pressure and collaboratively with others.
- Strong time-management, organisational, and self-motivation skills.
- The ability to think laterally and identify practical solutions.
- A commitment to remaining current with industry trends, emerging technologies, and best practices.
- A demonstrable customer-first approach to support.
- At least three years’ experience in a helpdesk, technical support, or similar role, preferably within an MSP environment.
- Access to a personal vehicle is required.
This job description outlines the general nature and level of work associated with the role. It is not intended to provide a comprehensive list of every duty, responsibility, or qualification required. The role holder may also be asked to undertake other reasonable duties, as directed by their line manager, that fall within the scope of the position.
Reporting line: 2nd Line Team Leader
Salary and benefits
- Annual salary commensurate with experience.
- Paid overtime or time off in lieu.
- Participation in an out-of-hours support rota, paid as a retainer.
- Shift-based working hours, as follows:
- Contributory pension scheme following three months’ service and successful completion of the probationary period.
- Twenty-five days’ annual leave.
