1st​/2nd Line Support Analyst

1st/2nd Line Support Analyst
Location: near Coventry Salary
: £25,000-£27,500

Our client a Managed Service Provider based near Coventry is looking for an experienced 1st/2nd Line Support Analyst to join their close-knit team. If you thrive in a fast-paced MSP environment, deliver exceptional customer service, and enjoy continuous improvement, this could be your next move.

You’ll handle a mix of 1st and 2nd line support, providing both remote and occasional on-site assistance. You’ll own tickets, communicate clearly with users at all levels, document processes, and contribute to an environment where collaboration and high standards are key.

• Provide BAU remote and on-site support across 1st & 2nd line.
• Own and resolve support tickets, meeting SLAs and keeping users updated.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document processes and contribute to team knowledge sharing.
• Maintain security and identify opportunities for service improvements.
• Assist with project work and client site visits when required.

• Proven service desk background within an MSP
• Strong communication skills and a client-first mindset
• Ability to work methodically with high attention to detail
• Windows 10/11, Windows Server (2016–2025), AD/DNS/DHCP
• Microsoft 365 administration (Exchange Online, SharePoint, Teams, MFA)
• Networking fundamentals, VLANs, VPNs, firewalls, Uni Fi
• Hardware support (servers, desktops, storage)
• Virtualisation (Hyper‑V / VMware)
• MDM solutions (Manage Engine advantageous)
• VoIP experience beneficial