2nd Line Support

2nd Line Support Analyst
Crawley, West Sussex

2nd Line Support Analyst needed for a managed service provider based in Crawley who are looking to employ an experienced 2nd Line Support Analyst.

The successful 2nd Line Support Analyst will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including:

Salary: £22,000 - £25,000 per annum
25 day's holiday
Flexible working hours
Private health care
Death in service

Some of the main duties of the 2nd Line Support Analyst will include:

• Outstanding customer service focus
• Escalation point of contact with the IT department's internal clients
• Able to work independently and as part of a team
• Flexible, adaptable, keen to learn
• Available on the phone when users require assistance during specified hours
• Clear, concise and friendly telephone manner
• Ability to prepare written material that is understandable and well structured
• Ability to prioritise; strong personal organisation skills
• Ability to communicate at all levels with system users
• Self-motivated and able to support multiple products simultaneously
• Good problem-solving skills
• Provide excellent user experience
• Answer support calls
• Ensure the process of logging all tickets is followed
• Provide fixes over the phone
• Provide deskside support
• Demonstrate good knowledge of IT
• Demonstrate good knowledge of the business
• Image computers; perform upgrades as necessary
• Act as first point of escalation when required
• Create knowledge articles and upload to KB
• Provide updates in IT Meetings
• Adhere to company policies and procedures
• Assisting in desk and office moves where required

In order to be the successful 2nd Line Support Analyst and have a chance to gain such an exciting opportunity you will ideally need to have the following:

• Supporting Windows 7-10 environments
• Microsoft Windows Server experience 2003-2019
• Office 365 administration
• Networking - LAN\WAN, Firewalls. Routers, Switches
• Exchange 2003 - 2013
• Microsoft Active Directory
• Mobile Devices
• Web filtering - Websence, Mimecast (DESIRBALE)
• Virtualization - Hyper-V, VMware (DESIRABLE)
• Backup Software - Veeam, Dell AppAssure, Backup Exec (DESIRABLE)

This really is a fantastic opportunity for a 2nd Line Support Analyst to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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