2nd Line Support Analyst

2nd Line Support Analyst

GreatFind Jobs
Published: December 21, 2022
Stafford, Staffordshire
Job Type
Up to £28,000


Join a leading IT Provider as their new 2nd Line Support Analyst. For this role, we are looking for someone who is highly technical and has experience working in a similar position. If you are successful, you will be working two days in the Stafford area and three days from home with an attractive salary of up to £28,000. 

Role Overview

As our client's new 2nd Line Support Analyst, you will support customers with Managed Service contracts and all other first and second-line Service Desk agents.


  • Efficiently respond and resolve all customer technical issues and queries. 
  • Ensuring customer documentation is kept up to date at all times.
  • Install infrastructure, update hardware, and participate in other projects as appropriate.
  • Provide solutions to infrastructure problems and system and networking issues.
  • Resolving 1st / 2nd / 3rd line tickets where required.
  • Assist the wider support team by providing timely support documents, procedures, and quick guides.
  • Work with 2nd-line engineers to troubleshoot and resolve more complex 3rd-line issues while maintaining an accurate task record.

Essential Qualifications and Experience:

  • Previous experience working in a technical support role. 
  • Good knowledge of VMWare (vCenter / ESXi), Veeam Backup & Replication and Microsoft DPM, Microsoft Hyper-V, Failover Clustering, Microsoft Storage Spaces Direct, Microsoft Server 2012 / 2016 / 2019, Active Directory / DFS / DHCP / DNS / RDS / VPN / WDS / WSUS / SCCM, Exchange On-Premise, Office 365. 
  • Expertise in Microsoft Windows Server technologies, including Active Directory, Exchange, and System Centre.
  • Excellent written and verbal communication skills.

Person Specification:

  • Passion for IT. 
  • Multitasker. 
  • Disciplined. 
  • Work well independently and as part of a team.
  • Proactive.

Want to know more? 

As a specialist IT recruitment agency at GreatFind Recruitment, we genuinely care about our candidates and clients. We strive to provide a personalised and consultative service, and we would be more than happy to chat with you about this role in more detail.

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