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- Tasks: Provide 2nd line IT support, resolving customer issues via calls and tickets.
- Company: Join XMA, a top UK value-added reseller with a diverse customer base.
- Benefits: Enjoy private healthcare, gym discounts, and 25-30 days holiday.
- Why this job: Be part of a collaborative team making a real impact with technology.
- Qualifications: 2 years in IT support, strong knowledge of Active Directory and network infrastructure.
- Other info: Hybrid work after training; we value diversity and inclusion.
Is this the role you are looking for? If so, read on for more details, and make sure to apply today.
SALARY: £26,000 - £28,000 per annum
BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program
LOCATION: Nottingham – Hybrid after training
Do you have customer service experience within a helpdesk environment and love solving IT issues? Are you currently a 1st Line Support Engineer but dealing with 2nd line queries quite easily? Do you thrive on delivering results and love fixing problems? If so, we may have the role for you!
We are currently looking for a 2nd Line Support Analyst to come and join us at our site in Nottingham. You will be the first point of contact for customers with IT related issues and receive these through our ticket system, calls or emails.
JOB SPECIFICATION: 2nd Line Support Analyst
Sitting within the helpdesk team within our Nottingham offices, you’ll be the first point of contact for our customers. Logging all technical related incidents and requests (either by phone or email), resolving them to your best ability in accordance with our service level agreements. Take full ownership of tickets to ensure that customers have a consistent line of communication with any queries. Act as a ‘service representative’ for appointed service(s), in particular taking responsibility for maximising technical analysts and L2 Technical analysts’ ability to resolve incidents and requests.
REQUIREMENTS: 2nd Line Support Analyst
- Approximately 2 years’ experience in an IT support or similar technical role, specifically on a helpdesk
- Strong knowledge of Microsoft Active Directory users and computers group policy
- Strong knowledge of network infrastructure and ideally hold CCNA certification
- Advantageous system use of ServiceNow or ITSM tools
- Great customer experience and comfortable to be on the phone for the majority of the day
We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences. We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.
We are registered Disability Confident Employer (Level 2) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us via email, and we will be happy to action your requests.
2nd Line IT Support employer: The Channel Recruiter
Contact Detail:
The Channel Recruiter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Active Directory and network infrastructure. Having a solid understanding of these areas will not only boost your confidence but also allow you to demonstrate your expertise during the interview.
✨Tip Number 2
Prepare for common IT support scenarios that you might encounter in a 2nd Line role. Practising how you would troubleshoot various issues can help you articulate your problem-solving skills effectively when discussing your experience with the interviewers.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully resolved customer issues in the past. Highlighting your ability to communicate clearly and maintain a positive attitude under pressure will set you apart from other candidates.
✨Tip Number 4
Research XMA and their values to understand their company culture better. Being able to align your personal values with theirs during the interview can demonstrate your genuine interest in the role and the organisation, making you a more appealing candidate.
We think you need these skills to ace 2nd Line IT Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support, particularly any 2nd line support roles or responsibilities. Emphasise your customer service skills and technical knowledge, especially with Microsoft Active Directory and network infrastructure.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your experience in handling 2nd line queries and your passion for solving IT issues. Show how your skills align with the company's values and mission.
Highlight Relevant Certifications: If you have any certifications like CCNA or experience with ITSM tools such as ServiceNow, make sure to include these in your application. This will demonstrate your technical proficiency and commitment to professional development.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved IT issues in the past. Use specific scenarios to illustrate your problem-solving abilities and your approach to customer service.
How to prepare for a job interview at The Channel Recruiter
✨Showcase Your Customer Service Skills
As a 2nd Line IT Support Analyst, you'll be the first point of contact for customers. Highlight your previous customer service experience and how you've effectively resolved issues in a helpdesk environment.
✨Demonstrate Technical Knowledge
Be prepared to discuss your knowledge of Microsoft Active Directory, network infrastructure, and any relevant certifications like CCNA. This will show that you have the technical expertise needed for the role.
✨Familiarise Yourself with ITSM Tools
If you have experience with ServiceNow or other ITSM tools, make sure to mention it. If not, do a bit of research on these systems to demonstrate your willingness to learn and adapt.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare examples of past experiences where you successfully resolved technical issues, focusing on your thought process and the outcome.
