2nd Line Support

2nd Line Support Desk Analyst

Maidstone

Up to 32k

• Are you looking for a local company to join in a 2nd line Support Capacity?
• Great opportunity to upskill and undertake further training
• Good progression to 3rd line if required

As a 2nd line Helpdesk Analyst, you will be responsible for providing high-quality technical support to our customers. You will play a key role in troubleshooting, resolving complex issues, and ensuring customer satisfaction. Your expertise in 2nd line support will be crucial in handling escalated issues and providing guidance to junior team members.

To be successful in this role, you should have experience in working with different technologies, including MS Server, Desktop, Active Directory, and Networking. A can-do attitude, strong customer services skills, and excellent technical and communication skills are essential.

Key Duties

• Incident Management: Efficiently diagnose and resolve complex technical issues escalated from 1st line support, involving network, hardware, and software problems.
• Customer Service: Deliver exceptional customer service, ensuring timely and effective resolution of IT issues.
• Technical Guidance: Provide mentorship and guidance to junior helpdesk staff, assisting in their technical development.
• Documentation: Maintain detailed records of IT issues and resolutions in the helpdesk system.
• Continuous Improvement: Contribute to the continual improvement of helpdesk processes and procedures.
• Collaboration: Work closely with other IT teams to ensure cohesive support and issue resolution.
• Project Involvement: Participate in IT projects as required, providing technical insight and support.

Essential Technical Experience:

• 3-5 years IT Support experience with strong focus on 2nd line
• Proven track record om troubleshooting and resolving complex technical issues
• Ability to mentor and guide junior staff
• Microsoft Windows (all versions)
• Active Directory (both on premises and Azure)
• Windows Server Environment
• Hyper-V virtualisation environments
• Microsoft 365 administration/deployment
• Azure AD Connect
• Various backup applications
• Networking (VLAN, routing, switching, TCP/IP, and OSI)
• Router maintenance
• VPN Administration and Deployment
• DNS administration
• Antivirus and malware protection

Our client values diversity and operates a fair recruitment process free of discrimination. Due to the nature of this role, candidates will be expected to pass security clearance.