2nd Line IT Support Analyst

Peter Green
c£20,000.00 - £27,000.00 per annum DOE
17 Oct 2016
16 Nov 2016
Contract Type
2nd Line I.T. Support Analyst

- £20,000.00 - £27,000.00 NEG DOE


Our client has been established over 19 years and pride themselves on delivering high quality solutions and support to their customers, working across many industry sectors including automotive, care homes, builders' merchants and SMEs. With vast experience in tailoring solutions in networks, IT support and cloud services, they can also offer a fully out-sourced, turnkey IT offering. In addition, their holistic portfolio also includes tailored solutions in Network services, Security and Door Access Control, Cloud-based services, PC Management and Storage, IT consultancy advice and guidance. With a focus on really understanding their clients' business and processes, they ensure delivery of the optimum solution, with each outcome tailored to meet business needs. There is career progression and after 3 - 6 months, there is the potential to move up a banding to 3rd Line Support.

Main Duties

- Ensuring that incidents are resolved within the Service Level Agreements
- Setup and installation of PC's, Servers, Routers, Access Points, Switches and phones
- Troubleshooting of known and unknown issues related to the above technologies
- Escalating incidents where necessary to the 3rd line
- Ensuring we maintain a high level of customer service

Knowledge and skills required

- Minimum of 3 years working in a IT support role
- Knowledge of networking both WAN and LAN
- Excellent experience of Microsoft office applications
- Excellent experience of Microsoft Windows7, Server 2008/2012 R2
- Knowledge of Linux
- Proven capability and demonstrable experience of problem solving of work arounds and root cause fixes
- Excellent communication and documentation skills
- Mentoring coaching and training the 1st line team
- Understanding the need to and know when to escalate to the support manager
- Capability to make technical decisions and implement service restoration workarounds whilst root cause is established
- Ability to explain technical issues in a non-technical way


- Microsoft MCSE, MCSA, MOS certifications are desirable but not essential

More jobs like this