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- Tasks: Provide 2nd line support, diagnose issues, and assist customers via phone and remote access.
- Company: Join a leading Microsoft Gold Partner focused on cloud innovation and technology transformation.
- Benefits: Enjoy hybrid working, up to 10 training days per year, and reimbursement for travel expenses.
- Why this job: Be part of a friendly team, enhance your tech skills, and make a real impact on clients' success.
- Qualifications: Experience with service desk applications, incident management, and knowledge of operating systems required.
- Other info: DBS check required; opportunity for personal development and growth in a supportive environment.
The predicted salary is between 26400 - 39600 £ per year.
2nd Line Support Analyst- up to £33k
Milton Keynes| Full time| Permanent
One of Microsoft’s Gold Partner, a Cloud-first company who are recognised leaders in helping companies transform and innovate is hiring for a 2nd Line Support Analyst role. With a wealth of knowledge and experience, they help to organise with the successful deployment of the right technology to unlock their potential. Their friendly team of Microsoft Experts go that extra mile to ensure the success of their clients.
- Shift based, average 40hours, (core working hours will be 07:00 to 19:00 Mon-Fri)
- Hybrid working available
This role will be based in Bedfordshire. They generally follow a hybrid approach to work, however due to the nature and requirements of this job, employees may be asked to work primarily from the office, especially during their induction period. After completing induction, a hybrid approach can be discussed with the line manager. Please ensure you have means to travel to the office.
About you
They are looking for a service desk analyst to join their 2nd Line Support team who has excellent incident and problem analysis, diagnosis and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales. The candidate will act as an escalation point for the 1st line Service Desk, researching and resolving more complex or time-consuming issues; however, you will know when an incident you are working on needs further escalation. You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand multi-faceted IT issues.
What is Required of you?
- Experience in using service desk applications to log and monitor support calls
- Demonstrable Incident Management experience – Managing incidents including business expectations, communication and dealing with escalations
- Exceptional analytical problem solving skills
- Knowledge of both server and client operating systems
- Ability to liaise and collaborate with authority to other service providers, as well as third-party suppliers
- Use of remote control software for fault diagnosis and resolution
- A knowledge of network topology, components and systems monitoring
- Remote administration of workstations, servers, routers, network switches
- General network connectivity/troubleshooting
- Configuring and setting up of printers and print queues
- Microsoft Exchange
- MS Office Suite
Please note a DBS check will be done due to the requirements of our client.
Skills
- Active directory
- Azure active directory
- Microsoft 365
- Office 365
- Microsoft Azure
Your day to day
- Provide support to customers via telephone, e-mail and remote access
- Diagnose and resolve escalations
- Creating knowledge base articles for 1st Line Service Centre Analysts to improve technical knowledge
- Act as a technical escalation for 1st Line Service Centre Analysts
- On-site support when required
- Support with: Windows 7 and Windows 10 Desktop, EPOS, handheld, MS Surface Pro, Exchange\\Office 365, WAN\\LAN network troubleshooting, basic Windows Server 2008 R2 – 2012 and Managed Build support
- Responsible for owning all incidents in your queue
- All calls (excluding third party) to be updated daily
- All calls to be prioritised in line with SLA, unless overruled by a P1, P2 call or, instructed by your senior
- If a call breaches SLA call customer to advise and let them know why and when next update is due
- When you start working on a call, contact customer to inform and clarify incident
- First means of contact should be via the telephone
- Responsible for updating all third party calls, these should be done via phone, not e-mail.
- Seniors responsible for monitoring analyst incident management
- Floor walking to assist all analysts
- No abandoned (personal) calls
On occasion, the candidate will be required to work out of customer sites whereby all travel expenses will be reimbursed. The candidate will also be required to assist in the preparation and dispatch of IT equipment
What is in it for you?
This company will invest heavily in you and your future and to assist in your personal development, the organisation will offer you up to 10 training days per year to invest in ongoing development.
What to do next?
Simply get in touch/apply here!
Cloud Decisions are proud to be part of Microsoft UK\’s Partner Talent Services and able to you to connect with some of the best cloud career opportunities within the Microsoft Partner Network. Our Talent Specialists are also Microsoft certified in Microsoft Azure and Microsoft 365, allowing us to have conversations at depth with you about your technical/consulting experience. Whether this role is right for you or not we can also connect you with other opportunities to suit your background.
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2nd Line Support Analyst employer: Cloud Decisions
Contact Detail:
Cloud Decisions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Exchange, Azure Active Directory, and the MS Office Suite. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully diagnosed and resolved complex IT issues. This will help you stand out as a candidate who can handle the responsibilities of a 2nd Line Support Analyst.
✨Tip Number 3
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 4
Be ready to discuss your experience with service desk applications and incident management. Highlight any specific tools you've used and how you've managed escalations, as this is crucial for the role.
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management, service desk applications, and problem-solving skills. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer support. Mention specific experiences where you've successfully resolved complex IT issues and how you can contribute to the team.
Showcase Technical Skills: In your application, emphasise your knowledge of Microsoft products, remote control software, and network troubleshooting. Provide examples of how you've used these skills in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Cloud Decisions
✨Showcase Your Technical Skills
Be prepared to discuss your experience with service desk applications, incident management, and remote control software. Highlight specific examples where you've successfully diagnosed and resolved complex IT issues.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your analytical problem-solving skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing how you approached and resolved past incidents.
✨Familiarise Yourself with Company Tools
Research the tools and technologies used by the company, such as Microsoft 365, Azure, and Active Directory. Being knowledgeable about these will show your genuine interest in the role and readiness to contribute.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions where you'll need to explain how you'd handle specific incidents or escalations. Practice articulating your thought process clearly and confidently, as communication is key in this role.
