2nd Line Support Analyst - MSP Enhanced DBS

2nd Line Support Analyst - MSP experience essential

Location:

High Wycombe | Hybrid | Enhanced DBS Required Mon-Fri, Shifts between 08:00 and 18:00 – 7.5 hours a day Hybrid working - Office (3 days) / home (2 days) We are seeking an experienced and customer-focused 2nd Line Support Analyst to join our growing IT support team. Reporting to the Helpdesk Team Leader, you will provide high-quality technical support to a diverse client base, resolving and progressing IT issues while delivering excellent customer service.

Key Responsibilities Manage and resolve 2nd line support tickets within agreed SLAs. Provide remote support to end users via phone, email, and ticketing systems. Troubleshoot Microsoft 365, Azure/Entra, Windows Server and Desktop environments. Escalate complex issues to 3rd Line Support when required. Work with networking, virtualisation, cybersecurity, backup, and antivirus technologies. Identify recurring issues and contribute to service improvements. Mentor junior team members and share technical knowledge.

Requirements Minimum 18 months' experience in an IT support role. Strong knowledge of Microsoft Server and Desktop Operating Systems.

Experience with Microsoft 365, Entra , and Azure. Understanding of virtualisation, networking, firewalls, and cybersecurity. Excellent communication, organisation, and customer service skills. Enhanced DBS clearance (or willingness to obtain). What We're Looking For A proactive, professional, and personable IT support specialist who is passionate about technology, committed to delivering exceptional client service, and eager to develop their technical expertise within a collaborative team environment