Technical Support Engineer​/2nd Line IT Service Desk Analyst

2nd Line Technical Support Engineer / IT Service Desk Analyst

Join a busy IT Help Desk with a growing managed services team delivering IT support, Microsoft 365 administration and network support to UK clients. This hybrid role combines service desk, technical support and project work across diverse client environments.

If you’ve also worked in the following roles, we’d also like to hear from you:
Tier 2 IT Support Engineer, Second Line Service Desk Analyst, IT Helpdesk Analyst, Technical Support Analyst, Infrastructure Engineer

PLEASE NOTE: This role will combine remote and onsite support and project work. Successful candidates must have a Full Driving Licence and Access to their own Vehicle

SALARY:£32,000 to £35,000 per annum

LOCATION: Hybrid Working 2 Days at Home, 3 Days from the Office in Taunton, Somerset

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 Hours per Week. Two

Shifts:

8:30am – 5:00pm / 10:00am – 6:30pm

We have a fantastic new job opportunity for a 2nd Line Technical Support Engineer / IT Service Desk Analyst to join a busy IT Help Desk supporting managed services clients across the UK.

As a 2nd Line Technical Support Engineer / IT Service Desk Analyst you will provide remote support, on-site technical support and project delivery across Microsoft 365, Windows Server and network infrastructure environments. This is a varied role combining troubleshooting, systems support and customer service.

The 2nd Line Technical Support Engineer / IT Service Desk Analyst will act as an escalation point, manage service desk tickets to SLA, contribute to ITIL processes and support digital transformation initiatives while building strong client relationships.

• Service Desk Support: Act as a point of contact for end users via phone, email and chat, delivering remote and telephone IT support
• Ticket Management: Qualify, assign and document incidents and service requests within the ticketing system, ensuring accurate updates and SLA compliance
• Technical Troubleshooting: Resolve 20+ tickets per day across Microsoft 365, Windows, servers, networks and end-user devices, escalating where required
• On-Site Support: Travel to client sites across the UK to deliver hands-on technical support and project implementation
• Systems Administration: Support Azure Active Directory, Exchange Online, SharePoint Online and Endpoint Manager environments
• Security Checks: Perform daily security monitoring and best practice checks across client systems
• Network Support: Assist with router, firewall and managed switch configurations, including TCP/IP subnetting and routing
• Documentation & Knowledge Sharing: Create and maintain technical documentation and knowledgebase articles
• Vendor Liaison: Work with third-party suppliers to resolve application and infrastructure issues
• Project Delivery: Support IT projects, upgrades and change implementations, coordinating with internal teams

• Educated to GCSE level (including Maths and English) (or equivalent)
• Proof of right to work in the UK
• A valid UK driving licence and access to a vehicle
• Previous experience in a customer service focused IT support or service desk role
• Experience with ticketing systems, SLAs and ITIL-based processes
• Proven experience supporting Microsoft 365 including Azure Active Directory, Exchange Online and SharePoint Online
• Experience administering Windows environments and end-user devices
• Strong troubleshooting skills across hardware, software and network support
• Excellent written and verbal communication skills with a professional phone manner
• Ability to work independently and as part of a team, remaining calm under pressure

• Microsoft certifications or advanced Microsoft 365 administration training
• A background in a managed service provider (MSP) environment
• Experience supporting Windows Server environments
• Knowledge of Microsoft Intune configuration and Power Shell scripting
• Understanding of router, firewall and switch configuration, plus DKIM, DMARC and SPF
• Experience delivering IT projects and acting as an escalation point

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB
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