At a Glance
- Tasks: Provide hands-on IT support and improve tech systems across the organisation.
- Company: Dynamic IT team in Central London with a focus on innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for skill development.
- Other info: Great career growth potential in a supportive environment.
- Why this job: Join a proactive team and enhance your skills in Microsoft 365 and cybersecurity.
- Qualifications: Experience in 2nd Line IT support and strong troubleshooting skills required.
The predicted salary is between 35000 - 42000 £ per year.
Working Pattern: Initially on site, moving to hybrid after a settling-in period
About the Role
We are seeking an experienced and proactive IT Support Engineer (2nd Line) to join an internal IT team based in Central London.
This is an excellent opportunity for someone who enjoys hands-on technical support and wants to develop their skills across Microsoft 365, Azure, networking and cybersecurity technologies.
The role will involve supporting users across the organisation, providing first and second-line technical support while helping maintain and improve the IT infrastructure, Microsoft 365 environment, cybersecurity posture and business systems.
Working closely with the IT Manager, you will take ownership of technical issues, contribute to IT projects and play an important role in delivering a secure, reliable and efficient IT service across the business.
Key Responsibilities
- Provide first and second-line IT support to employees across the organisation.
- Take ownership of incidents and service requests from investigation through to resolution, ensuring excellent customer service throughout.
- Support and administer Microsoft 365 services, including Exchange Online, Teams, Share Point, One Drive, Entra ID and Intune.
- Configure, deploy and maintain laptops, desktops, mobile devices, printers and other IT equipment.
- Troubleshoot Windows, Microsoft 365, networking, VPN, printing, hardware and application issues.
- Support and maintain network infrastructure, including switches, wireless networks and firewalls.
- Assist with Azure services, infrastructure upgrades and IT improvement projects.
- Assist with planning, testing and implementing new technologies and business systems.
- Support cybersecurity activities including endpoint protection, patch management, vulnerability remediation and access management.
- Create and maintain accurate technical documentation, support procedures and knowledge articles.
- Identify recurring issues and recommend improvements to systems, processes and user experience.
- Work closely with third-party suppliers where required to resolve technical issues.
- Provide guidance and technical support to junior members of the IT team as the department grows.
- Experience in a 2nd Line IT support role or equivalent.
- Strong troubleshooting skills across Windows 11, Microsoft 365 and end-user computing.
- Excellent working knowledge of Microsoft 365 administration and support.
- Experience supporting Microsoft Entra ID, Exchange Online, Teams, Share Point and One Drive.
- Experience administering Microsoft Intune or another endpoint management platform.
- Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs and VLANs.
- Experience using service desk and ticket management systems.
- Experience supporting both office-based and remote users.
- Strong analytical and problem-solving skills with a logical approach to troubleshooting.
- Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
- Demonstrable experience managing technical issues independently with minimal supervision.
- #J-18808-Ljbffr
2nd Line Support Analyst - London employer: Harvey Nash
Join a leading organisation that values continuous improvement and offers a collaborative work culture, where you will be part of a dedicated team enhancing a complex Dynamics 365 CE and Power Platform environment. With opportunities for professional growth and exposure to enterprise-scale solutions, this role is perfect for those looking to expand their consulting capabilities while working closely with experienced professionals in Birmingham and remotely. Enjoy the flexibility of remote work combined with the chance to make meaningful contributions to a large user base.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst - London
✨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 Harvey Nash 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 Harvey Nash 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 Harvey Nash!
✨Direct Apply to Harvey Nash
Let's not forget to apply directly through the Harvey Nash 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 - London
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 Harvey Nash.
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 Harvey Nash. 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 Harvey Nash
✨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.
