Level 2 Service Desk Analyst Tlnt_Ni

Role

As a Level 2 Service Desk Analyst, you’ll take ownership of more complex incidents and service requests, including issues escalated from Level 1.

Your responsibilities will include:

• Providing Level 2 technical support across a range of customer environments
• Taking ownership of escalated incidents through to resolution
• Troubleshooting Microsoft 365, Windows, networking, cloud and infrastructure issues
• Supporting Microsoft 365 including Exchange Online, Teams, SharePoint and One Drive
• Supporting Entra  / Azure AD, Active Directory and user access
• Troubleshooting Windows desktop and endpoint issues
• Diagnosing LAN/WAN, Wi-Fi, VPN, DNS and DHCP issues
• Supporting endpoint security, MFA, email security and patch management
• Managing user onboarding, offboarding and device configuration
• Providing remote and occasional onsite customer support
• Escalating complex infrastructure, networking and security issues to senior engineers
• Maintaining accurate ticket notes and technical documentation
• Sharing knowledge and providing support to more junior members of the Service Desk team

You’ll ideally have previous experience in a 2nd Line / Level 2 Service Desk, IT Support or Managed Services position, with a good grounding across Microsoft technologies and general IT infrastructure.

Experience across some of the following would be particularly useful:

• Microsoft 365 administration
• Exchange Online
• Microsoft Teams, SharePoint and One Drive
• Entra  / Azure Active Directory
• Active Directory and Group Policy
• Windows 10/11
• Microsoft Azure Intune / endpoint management
• LAN/WAN and Wi-Fi
• TCP/IP, DNS and DHCP
• VPN and remote access
• Firewalls and network security
• Endpoint protection and patch management
• Backup and recovery
• Remote monitoring and Service Desk tools

This role offers the opportunity to join a well-established technology business with a strong technical team and a genuine focus on developing its people. Rather than supporting one internal environment, you’ll gain exposure to a broad range of customers, technologies and technical challenges - making it an excellent environment for someone looking to accelerate their development beyond traditional Service Desk support.

You’ll benefit from ongoing learning, exposure to experienced engineers and opportunities to develop your technical certifications and progress your career.

• Salary: up to £36,000
• Hybrid working
• Company bonus
• 23 days PTO + stat days
• Private health insurance
• Pension
• Ongoing learning and development support

Skills:

2nd Line Support Microsoft 365 Entra e Directory