2nd Line - Technical Support Analyst in Blisworth

⚠️ IMPORTANT ELIGIBILITY CRITERIA: This is a strictly onsite, UK-based role. To be considered, candidates must currently reside in the UK and possess the permanent legal right to work here. Please note that we are unable to provide visa sponsorship at this time, and applications from outside the UK will not be reviewed.

This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects. This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs. The number one goal for everyone in our team is to make our clients exceptionally happy. The Second Line Analyst plays a key part in making sure that happens.

The Second Line Analyst handles technical issues that go beyond the initial checks carried out by First Line. They take ownership of more complex tickets and make sure the client is kept updated throughout the process. They work closely with the wider Operations Team, provide guidance to First Line when needed, and step in to resolve issues that require deeper technical knowledge. When further support is required, they can collaborate with or pass work to Third Line, making sure the client still receives a smooth and professional experience.

Salary Bracket: £28,000 - £35,000 plus (On-Call Allowance)

The successful candidate should have:

• A minimum of 2 years 1st/2nd line technical helpdesk experience, ideally at a Managed Service Provider
• Excellent customer service and communication skills
• Full clean UK driving licence and be able to drive to our office for the shift
• Experience interacting with clients at all levels (from Senior Management down)
• Ability to prioritise tasks on a busy and fast paced service desk
• Ability to work in a team and under own initiative

RESPONSIBILITIES

• Providing 2nd line support remotely and occasionally on-site when required
• Managing open tickets within SLA, and maintaining ownership
• Working closely with team members, customers, and suppliers to resolve issues and manage expectations
• Creating/updating/reviewing knowledge base articles
• Acting as an escalation point for support calls from different support tiers, ensuring timely and well-managed escalation and resolution processes
• Working on new device builds and Intune enrolments
• Customer site visits from time to time, for support or project related work
• On-call shift rota, and occasional evening/weekend work (scheduled overtime)
• Use of our ticketing system to work on and resolve helpdesk tickets & service requests
• Managing and recording all work through our ticketing system
• Making sure that client documentation is well maintained
• Splitting tickets that have several issues into their own individual ticket
• Making sure that tickets aren’t “stale” throughout the process

Use of our monitoring and management tool

• Review RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled/automated actions as indicated by our processes

Communication, Reporting and Risk

• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, communicate and mitigate potential risks to the account manager and clients

Teamwork

• Follow the schedule provided by the Operations Manager
• Follow all our security procedures, keeping a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Undertake other duties as required by the Operations Manager

SKILLS

• A love of (and ability to) solve problems & challenges
• Great communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• Knowledge of IT Applications, Software & Hardware
• The ability to keep up with & adapt to the fast-paced IT world

Technical Skills

• Microsoft 365
• Windows & Apple operating systems
• Understanding of security concepts
• Windows Server and Hyper‑V
• Active Directory/DNS/DHCP/Group Policy
• Mainly onsite in Northampton
• One work from home day per week
• Company pension
• Gym membership at office location
• Free on-site parking
• Employee Assistance and Wellbeing Program
• 25 days holiday a year
• High powered laptop
• A proactive approach to ongoing training to help you develop life-long skills

Training

Training certification paths will be provided with access to world class training platforms which include: CompTIA Qualifications, Microsoft Qualifications, Networking & Security Courses.

CAREER GROWTH

For someone looking to progress their role, the Technical Support Analyst naturally leads into roles such as: 3rd Line Support Analyst, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.