2nd Line Support Analyst

2nd Line Technical Support Analyst
- Permanent
- Knutsford

Office based - shift pattern: 6.00am - 2.30pm, 2.00pm - 10.30pm, 10.00pm - 6.30am 28 days annual leave per year (Includes working weekends & Bank holidays)

Must be able to drive due to the location of the office (not accessible by public transport)

No sponsorship available

• 2+ years experience supporting IT enterprise level infrastructure or a related technical role.
• Strong knowledge of mixed Windows Server ) & Linux (Red Hat), SQL Server, Networking, & Active Directory.
• Familiarity with cloud environments (e.g., Azure, Google Cloud) & containerization technologies (e.g., Docker, Kubernetes).
• Proficiency in scripting languages (e.g., Power Shell, Python, Bash).
• Experience working with ticketing systems & adhering to SLAs/KPIs.
• Exposure to voice recording platforms, IP networks, or storage technologies is a plus.
• Basic understanding of CI/CD pipelines & infrastructure as code tools (e.g., Terraform, Ansible).
• Bachelor’s degree in computer science, Information Systems, or related field or equivalent work experience.
• Certifications such as ITIL Foundation, Microsoft Azure, or equivalent are highly desirable.

• Resolve Level 2 technical support tickets, escalations, & incidents within defined SLAs.
• Diagnose & troubleshoot complex technical problems using system logs, monitoring tools, & issue documentation.
• Troubleshoot & resolve system & network issues, ensuring minimal downtime & optimal performance.
• Provide detailed root cause analysis for recurring issues & propose solutions to improve system stability.
• Perform intermediate-level configurations, installations, maintenance & updates on Client's hybrid cloud & on-premises systems.
• Collaborate with the Tech Support Team Lead to refine troubleshooting methodologies & best practices.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed.

We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.