2nd Line Support Analyst

Job Description

Location:

Farnham (4 days onsite per week)

Salary: 33k - 37k

• Act as the primary escalation point for complex incidents and service requests from the 1st line team.
• Diagnose and resolve technical issues across Microsoft-based systems including:
• Windows 10 / 11
• Windows Server
• Microsoft 365 suite (Exchange Online, SharePoint, Teams, One Drive)
• Active Directory (user management, group policies, permissions)
• Azure AD and Intune (device and identity management)
• Support and maintain end-user devices (laptops, desktops, mobile devices, peripherals)
• Perform administration and troubleshooting of core infrastructure services (DNS, DHCP, file, print services, VPN)
• Collaborate with 3rd line engineers or vendors where required ensuring timely resolution and clear escalation
• Monitor and manage service desk queues ensuring SLAs and KPIs are met

Incident Management, Problem Management, Service Desk, Technical Support

IT Experience, Problem Management, Desktop Support, Citrix, Mobile Devices, Windows, Customer Support, Help Desk, Operating Systems, Technical Support, Troubleshooting, Application Support

Full-Time

Years

1