Senior 2nd-Line IT Support Analyst — Windows & Cloud

Our client is seeking a motivated and technically skilled Technical Analyst to join their in-house Service Desk team. Reporting to the Head of Service, you will provide high-quality second-line technical support and expertise to a diverse client base.

This is an excellent opportunity for a customer-focused IT professional who enjoys solving complex technical problems and working collaboratively within a busy service environment.

Key Responsibilities

Your responsibilities will include, but will not be limited to:

• Providing customer-focused second-line Service Desk support for hardware, software and infrastructure-related issues
• Diagnosing and resolving technical incidents efficiently and professionally
• Prioritising incidents according to their urgency and business impact
• Assessing the complexity of incidents and following the appropriate escalation procedures when required
• Accurately logging all calls, incidents, requests and resolutions on the Service Desk system
• Responding to and resolving tickets within agreed Service Level Agreements (SLAs)
• Keeping clients informed of progress throughout the incident lifecycle
• Proactively identifying potential or emerging technical issues at client sites
• Sharing technical knowledge and client-specific expertise with colleagues
• Contributing to the continuous improvement of Service Desk processes and service delivery
• Undertaking other reasonable duties that fall within the scope and purpose of the position, as requested by your line manager

Candidates must have strong support experience and in-depth knowledge of the following:

• Windows Server administration and management
• Windows desktop operating systems and endpoint management
• Active Directory and Group Policy
• TCP/IP and DNS
• Server virtualisation technologies, including VMware vSphere, Microsoft Hyper-V and/or Nutanix AHV
• Backup technologies
• Networking and routing

You should also have practical experience supporting Microsoft 365 technologies, including:

• Microsoft Teams, One Drive and Share Point
• Microsoft Entra /Azure Active Directory
• Conditional Access and analytics
• Microsoft Intune, Autopilot and Mobile Device Management (MDM)
• Microsoft Defender and Data Loss Prevention (DLP)

Experience with any of the following would be advantageous:

• Citrix desktop delivery products
• IP telephony principles
• LAN and WLAN networking
• Firewalls, including Fortinet, Watch Guard and Cisco

The successful candidate will demonstrate:

• A strong commitment to providing an excellent level of customer service
• Clear and professional written and verbal communication skills
• A friendly and confident telephone manner
• The ability to work effectively in a busy, fast-paced environment
• Excellent attention to detail and organisational skills
• A proactive and logical approach to problem-solving
• Good judgement and the ability to use initiative
• The ability to manage competing priorities and work within agreed deadlines
• A willingness to learn, develop and contribute as part of a team
• A collaborative approach and willingness to share technical knowledge

The successful candidate will receive access to a competitive benefits package, which may include:

• Competitive remuneration
• Training and development opportunities
• Regular company and team social events
• Opportunities to participate in charity and sporting events
• Be part of ascaling business backed by UK sales leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities—we grow people, not just teams
• Learn fast, move fast, and make an impact from day one