At a Glance
- Tasks: Provide advanced IT support and solve complex tech issues for colleagues.
- Company: Join a leading independent technology and services provider.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Dynamic work environment with potential for career advancement.
- Why this job: Make a real impact by enhancing colleague experiences with technology.
- Qualifications: 3-5 years of IT support experience and strong troubleshooting skills.
The predicted salary is between 19.33 - 19.33 £ per hour.
Join a leading independent technology and services provider as an IT Support Analyst - L2 On-site.
Job Overview:
- Role: IT Support Analyst - L2 On-site
- Location: Ipswich
- Contract: ASAP - 15th Feb'27
- Pay Rates: Umbrella Rate: £19.33/hour (via a Hays approved umbrella company). PAYE Basic Rate: £14.90/hour
- Hours: 37.5 hours a week. Monday - Friday. Time: 9:00 AM - 5:30 PM
Job purpose: The IT Support Analyst (L2) provides advanced on-site technology support to colleagues across customer office and contact centre environments. Acting as a senior "L2" resource, the role serves as the primary escalation point for complex user issues, technology incidents, workplace technology services, and operational support activities. The position combines hands-on technical expertise with service leadership, mentoring, and continuous improvement responsibilities to enhance colleague experience and ensure stable IT service delivery.
Key Responsibilities
- End User Support - L2 Level
- Provide advanced walk-up, Tech Bar, floor-walking, and desk-side support for complex technology issues.
- Act as the primary escalation point for incidents unresolved by L1 analysts.
- Diagnose and resolve advanced desktop, laptop, mobile, collaboration, networking, and application issues.
- Troubleshoot Microsoft Windows, macOS, Microsoft 365, Teams, Outlook, VPN, printing, authentication, and endpoint management issues.
- Perform root cause analysis for recurring user issues.
- Coordinate with resolver groups to expedite issue resolution.
- Deliver high levels of first-time fix and customer satisfaction.
- Train and provide technical guidance to L1 support resources.
- Serve as the single point of contact for local support.
- Create SOPs tailored to each location.
- Device Life cycle Asset Management
- Contact Centre Technology Support
- Problem Management
- Service Improvement
- Governance, Security Compliance
Skills Experience
- 3-5 years' experience in on-site IT support, end-user computing, or workplace technology support.
- Strong troubleshooting experience across Windows, macOS, Microsoft 365, Teams, Intune, Outlook, VPN, networking, and endpoint technologies.
- Experience supporting Teams Meeting Rooms and collaboration technologies.
- Experience using ServiceNow or equivalent ITSM platform.
- Strong analytical and problem-solving skills.
- Experience managing incidents and coordinating technical escalations.
- Excellent stakeholder management and customer service skills.
- Ability to work independently and manage multiple priorities.
Also, just to advise that there may be a requirement for split-shift working hours. This is currently under review and may be introduced either before or after the appointment.
How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Contact Details:
Hays Specialist Recruitment Limited Recruitment Team
