2nd Line IT Support Analyst in Sunderland

Requirements

• Previous experience working within an MSP environment is essential.
• Experience in a 2nd Line or strong 1st/2nd Line IT support role.
• Good working knowledge of Microsoft 365, Windows Desktop, and Windows Server environments.
• Experience supporting Active Directory, user administration, and basic networking.
• Strong troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Ability to manage and prioritise multiple support requests effectively.
• A proactive attitude with a genuine interest in developing technically.
• Relevant IT certifications or ongoing technical study would be advantageous.

Responsibilities

• Provide predominantly 2nd Line remote support across a range of client environments.
• Troubleshoot and resolve escalated hardware, software, networking, and user issues.
• Support Microsoft 365, Windows Server, Active Directory, and cloud‑based environments.
• Investigate technical problems, perform root cause analysis, and implement resolutions.
• Escalate complex infrastructure or project‑related issues where appropriate.
• Maintain accurate ticket updates, documentation, and client communication throughout the support process.
• Assist with user onboarding, device configuration, and administration tasks.
• Support system upgrades, migrations, and wider IT projects when required.
• Occasionally visit client sites to provide hands‑on technical support.
• Technologies
• Active Directory
• Cloud
• Hardware
• Support
• Microsoft 365
• Windows
• Office 365

Benefits

Hybrid remote role in Haslemere. Casual dress, company events, company pension, flexitime, sick pay, transport links and work from home.

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