2nd Line IT Support Analyst

Salary: £25,000 - 35,000 per year

Requirements

• Previous experience working within an MSP environment is essential.
• Experience in a 2nd Line or strong 1st/2nd Line IT support role.
• Good working knowledge of Microsoft 365, Windows Desktop, and Windows Server environments.
• Experience supporting Active Directory, user administration, and basic networking.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to manage and prioritise multiple support requests effectively.
• A proactive attitude with a genuine interest in developing technically.
• Relevant IT certifications or ongoing technical study would be advantageous.

Responsibilities

• Provide predominantly 2nd Line remote support across a range of client environments.
• Troubleshoot and resolve escalated hardware, software, networking, and user issues.
• Support Microsoft 365, Windows Server, Active Directory, and cloud-based environments.
• Investigate technical problems, perform root cause analysis, and implement resolutions.
• Escalate complex infrastructure or project-related issues where appropriate.
• Maintain accurate ticket updates, documentation, and client communication throughout the support process.
• Assist with user onboarding, device configuration, and administration tasks.
• Support system upgrades, migrations, and wider IT projects when required.
• Occasionally visit client sites to provide hands-on technical support.

Technologies

• Active Directory
• Cloud
• Hardware
• Support
• Microsoft 365
• Windows
• Office 365

More

We are a growing IT services business offering a hybrid remote role in Haslemere with a salary of up to £35,000 plus excellent benefits. We provide a collaborative and supportive service desk environment where you will work alongside an experienced technical team, gain exposure to a wide variety of modern technologies and client environments, and receive genuine development and progression opportunities as we continue to grow. Our benefits include casual dress, company events, company pension, flexitime, sick pay, transport links, and work from home.

last updated 27 week of 2026