Second Line Support Analyst

2nd Line IT Support Analyst | £30,000 - £42,000 per annum | Bexley (Full Time) | Permanent

We're looking for an experienced and motivated 2nd Line IT Support Analyst to join our growing technical support team.

This is an excellent opportunity for an IT professional who enjoys troubleshooting complex technical issues, working with a wide range of Microsoft technologies, and delivering exceptional support in a fast-paced environment. You'll play a key role in maintaining, supporting, and improving IT systems while contributing to high service standards across the business.

Key Responsibilities

• Provide 2nd line technical support, taking ownership of incidents through to resolution.
• Troubleshoot and resolve escalated hardware, software, server, networking, and cloud-related issues.
• Administer and support Windows Server environments.
• Manage Active Directory and Azure Active Directory.
• Support Microsoft 365, Exchange Online, and Azure services.
• Monitor and maintain IT infrastructure to ensure optimal performance and reliability.
• Perform system maintenance including patch management, firmware updates, and security reviews.
• Support backup and disaster recovery solutions.
• Maintain accurate technical documentation and knowledge base articles.
• Assist with IT projects, upgrades, deployments, and migrations.
• Liaise with third-party vendors where required.
• Participate in an out-of-hours support rota.

Skills & Experience Required

• Minimum 3 years' experience in a 2nd Line Support, Service Desk, or IT Support role.
• Strong knowledge of:
• Microsoft Windows Server
• Microsoft 365 & Exchange Online
• Windows 10 & Windows 11
• TCP/IP, DNS, DHCP, VLANs and networking fundamentals
• Hyper-V and/or VMware virtualisation
• Excellent troubleshooting and analytical skills.
• Strong communication and customer service skills.
• Ability to prioritise and manage multiple tasks effectively.
• Full UK driving licence and access to a vehicle.
• Experience with Cisco networking technologies.
• Backup and Disaster Recovery solutions.
• PowerShell scripting experience.
• Relevant Microsoft or infrastructure certifications.

What We Offer

• Competitive salary of £30,000 - £42,000 depending on experience.
• Additional payment for participation in the on-call rota.
• Contributory pension scheme.
• 25 days annual leave plus bank holidays.
• Ongoing training and professional development.
• Exposure to a broad range of modern technologies.
• A supportive and collaborative working environment.
• Clear opportunities for career progression.

2nd Line IT Support Analyst | £30,000 - £42,000 per annum | Bexley (Full Time) | Permanent