2nd Line Liaison Technical Support Analyst
Listed on 2026-10-12
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IT/Tech
IT Support, Technical Support, Systems Administrator, HelpDesk/Support
You will be part of a busy Service Desk Team. The primary function will be to assist Customers with first and second line support issues, with a particular focus on acting as a point of escalation/liaison between the first/second line engineers and the 3rd line support/project engineering team.
About Method ITMethod IT are a Microsoft Gold Certified Managed Service Provider, based in Southend on Sea. We hold ISO
9001, ISO 27001, Cyber Essential Plus, IASME Cyber Assured Level 2 Certification, as well as being a Cyber Essentials Plus and Cyber Assured Certification body. Our clients are based predominantly in the South East, we have a particular focus working with Professional Service companies, such as Legal, Accounting, and Finance.
You will report to the Service Desk Manager.
Core SkillsWorking with a Service Ticket (PSA) System – ideally MSP Centric, problem-solving mentality, working under own initiative, Demonstrable experience of documenting processes and procedures, Understand the importance of adhering to customer-led Service Level Agreements
Technical Skills- Any exposure to Remote Desktop Services
- Window 10/11 Pro (Install, Support & Management)
- Exchange Online Administration, mailbox Management
- Microsoft Azure, basic resource administration (server startup/shutdown)
- Backup Technologies ( for example, Datto, Acronis, Veeam etc.) Backup/Restore tasks, backup Job creation, installation and Management of Anti Virus/EDR Software
- Print Management, installation, job Management
- Networking, TCP/IP – config & troubleshooting (DNS etc.) Knowledge of Firewall technologies
- Telephone Systems, ideally exposure to supporting VOIP Team Phone Systems (e.g. Gamma Horizon, Microsoft Teams etc.)
- Powershell, basic scripting/automation tasks
- Remote Support Tools, proven experience of working with Remote Support Tools (Screen Connect, Log Me In , Team Viewer etc)
Rotation - Monday to Friday 8:00am – 5:00pm
or Monday – Friday 9:00am – 6:00pm
On call approx. 1 in 8 weeks
The role will be based in our Southend on Sea office
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