At a Glance
- Tasks: Resolve complex IT issues and support users across multiple locations.
- Company: Dynamic tech company in West London with a focus on innovation.
- Benefits: Competitive day rate, hands-on experience, and opportunity for growth.
- Other info: Immediate start with a chance to work on exciting IT projects.
- Why this job: Join a collaborative team and enhance your tech skills while making a real impact.
- Qualifications: Experience in 2nd Line Support and strong troubleshooting skills required.
The predicted salary is between 36000 - 44000 £ per year.
2nd Line EUC Support Analyst
Location: Onsite based West London
Duration: 6 months
Day Rate £370-£400/DAY OUTSIDE IR35
Start Date: ASAP
The 2nd Line EUCEngineer role involves supporting our client’s internal IT environment, which includes corporate and end-user computing systems.
The role requires a highly autonomous technician capable of resolving complex technical issues efficiently.
It is based in the UK with an immediate start.
Role involves both face to face deskside support and remote support with key focus on Google workspace, Mac, M365 & OKTA (IAM).
- Key Skills & Experience
- Strong commercial experience in a Level 2nd Line Support / EUC engineering role
- Demonstrable ability to work independently with minimal supervision
- Strong Windows troubleshooting skills
- Good mac OS troubleshooting experience
- Experience supporting Microsoft 365 &Google Workspace environments
- Practical experience with Intune and/or Jamf
- Experience with Entra ID / Active Directory
- Experience troubleshooting identity, SSO and MFA issues with good knowledge of OKTA
- Good understanding of endpoint security and device management
- Strong networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting
- Experience supporting users across multiple locations
- Experience working with third-party technology suppliers
- Strong incident ownership and problem-solving skills
- Excellent communication skills with both technical and non-technical users
- Ability to prioritise work according to business impact
- Excellent documentation and knowledge-transfer skills
Role Overview
The successful candidate will resolve escalated support tickets, troubleshooting hardware, operating systems, applications, peripherals, and connectivity issues for users at multiple locations.
They will work closely with Level 1 and Level 3 engineers, providing technical guidance and updates throughout incident resolution.
The role also involves supporting ongoing IT projects, delivering technical changes, and improving operational support processes.
Success will be measured by reducing escalations, resolving incidents efficiently, and strengthening technical documentation.
Key Responsibilities
- Take ownership of escalated incidents and service requests from the Level 1 Service Desk
- Diagnose and resolve complex Windows, mac OS, and end-user technology issues
- Support users across corporate offices and remote locations
- Troubleshoot hardware, applications, peripherals, and connectivity issues
- Identify recurring incidents and collaborate to eliminate root causes
- Escalate issues appropriately to Level 3 engineers or third-party suppliers
- Maintain accurate ticket records, technical notes, and knowledge articles
- Support hands-on endpoint environment tasks, including device encryption, user permissions, and peripherals
- Support identity and access issues, such as troubleshooting MFA, SSO, and permissions
- Contribute to problem management by investigating root causes and suggesting permanent solutions
- Support and deliver IT projects including endpoint upgrades, software deployment, and security remediation
STRONG COMMUNICATION AND INTERPERSONALSKILLS A MUST.
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2nd Line Support Analyst employer: Gravitas Group
As a global leader in risk and reinsurance, our client offers an exceptional work environment that prioritises collaboration, inclusivity, and professional development. The role of International Contracts Leader not only provides the opportunity to shape contract strategy across UK and Europe but also fosters personal growth through exposure to complex contractual issues and stakeholder management. With a commitment to innovation and high-quality standards, employees are empowered to thrive in a hybrid working model while contributing to meaningful solutions for clients.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Gravitas Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Gravitas Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Gravitas Group!
✨Direct Apply to Gravitas Group
Let's not forget to apply directly through the Gravitas Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Gravitas Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Gravitas Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Gravitas Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
