2nd Line Support Analyst / Solutions Engineer
Location: Hybrid - Office / Remote (with travel to client sites as required)
Type: Full-Time
My client, a leading technology services provider, is seeking a 2nd Line Support Analyst to join their team. This role is a mix of IT support and engineering, involving customer-facing work, internal system support, and project implementation.
Key Responsibilities
Provide 2nd line technical support across Microsoft, networking, storage, and virtualisation technologies.
Act as an escalation point for 1st line support and mentor junior team members.
Respond to customer calls, tickets, and monitoring alerts, ensuring SLAs are met.
Maintain accurate documentation and deliver excellent customer communication.
Participate in shift cover (08:00-18:00 - 8-4.30 - 9-5.30 & 9.30 - 6)) and on-call rota (1 week in 6 - 6pm-11pm).
Skills & Experience
2+ years in IT support or a service-orientated technical role.
Strong customer service and communication skills.
Experience with Microsoft Server (2012 R2-2022), Windows 10/11, AD/Azure AD, Exchange/M365.
Knowledge of VMware/Hyper-V, Cisco/Meraki networking, storage solutions (NetApp, Nimble, Pure, HPe), and backup/DR systems.
ITIL Foundation certification.
Desirable
Linux/UNIX, Python scripting, Mac OS.
Security tools (firewalls, AV, IDS).
Desktop virtualisation (VMware Horizon, Citrix).
Telephony (Mitel, 3CX).
Cisco networking certifications.
- Scripting - Powershell / Python
This is a fantastic opportunity to work with a broad range of technologies in a customer-focused, service-driven environment.
If you're a 2nd Line Support Analyst / Solutions Engineer ready for your next challenge, please get in touch.
