2nd Line IT Support Analyst

Salary: £30,000 - 34,500 per year

Requirements

• We are looking for an experienced IT Support professional with strong networking skills and a passion for exceptional customer service.
• We require previous experience in a 2nd Line IT Support, Service Desk, or Infrastructure Support role.
• We need strong networking knowledge, including network troubleshooting, switches, routers, firewalls, patching, cable termination, TCP/IP, DNS, DHCP, and VLANs.
• We require experience supporting Microsoft Windows Server environments.
• We need knowledge of Microsoft 365 and Azure technologies.
• We require experience with virtualisation technologies such as VMware or Hyper-V.
• We need excellent troubleshooting and diagnostic skills.
• We require strong customer-facing communication skills.
• We require a full UK driving licence and access to a vehicle.
• We value industry certifications such as Microsoft, CompTIA, or Cisco qualifications.
• Experience within an MSP environment is desirable.
• Exposure to cybersecurity solutions and best practices is desirable.
• Experience supporting backup and disaster recovery solutions is desirable.

Responsibilities

• We act as an escalation point for 1st Line Support Engineers.
• We diagnose and resolve complex hardware, software, server, and network issues.
• We manage incidents, service requests, and problems through to resolution.
• We provide onsite and remote support to customers.
• We assist with infrastructure projects and service improvements.
• We support virtualised server environments and cloud-based technologies.
• We create and maintain technical documentation and knowledge base articles.
• We monitor system performance and identify opportunities for optimisation.
• We mentor junior team members and share technical knowledge.
• We maintain excellent customer communication throughout the support lifecycle.
• We travel to customer sites occasionally as required.

Technologies

• Azure
• Cloud
• Cisco
• Hardware
• Hyper-V
• Support
• Microsoft 365
• Network
• TCP/IP
• VMware
• Windows
• Office 365

More

We are a growing Managed Service Provider based in Blackburn, offering a salary of £30,000 - £34,500 for this 2nd Line IT Support Engineer role. We provide ongoing training and professional development, industry certification support, clear progression opportunities, company events and team activities, flexible working arrangements as the role develops, an eye care scheme, and a supportive, collaborative team environment. This is an excellent opportunity to develop your technical expertise across infrastructure, networking, and cloud technologies while supporting a varied client base.

last updated 22 week of 2026