2nd Line Support Analyst

2nd Line Support Analyst | Poole | Competitive DOE As a 2nd Line Support Analyst within this forward-thinking business, you’ll play a key role providing hands-on support and troubleshooting for a variety of technical issues. This role requires both independent work and collaboration with a growing team on diverse technical disciplines. As a 2nd Line Support Analyst, you’ll benefit from: Competitive Salary: depending on experience, plus team bonuses. Flexible Work Hours: Compensation for work outside standard business hours with time-off-in-lieu or overtime pay. Participation in an on-call rotation may be required. Generous Holiday Allowance: 25 days\’ holiday plus bank holidays, with additional holiday for long service. Pension Scheme: Established company pension scheme. Health & Wellness Program: Access to health & wellness and employee rewards platforms. Personal Development: Develop a personal development plan with your line manager, including time for learning, budget for exams, and mentorship for industry-recognised certifications. As a 2nd Line Support Analyst, your responsibilities will include: Troubleshoot and Resolve: Handle Helpdesk incidents and provide hands-on support for Microsoft 365, servers, and networks. Configure and Upgrade: Upgrade and configure hardware, software, and related services. Document and Maintain: Contribute to infrastructure documentation and create knowledge base articles. Escalate and Assist: Act as an escalation point for Line 1 engineers and escalate tickets as needed. Client Interaction and Site Visits: Manage client calls and conduct site visits when required. As a 2nd Line Support Analyst, your skills and experience will include: Helpdesk Experience: At least 2 years\’ experience on an IT Helpdesk, utilising a PSA/ITSM/CRM support tool like Autotask. Microsoft 365: Proficiency in OneDrive, SharePoint Online, Exchange Online, Teams, Intune, Entra ID, Entra Connect, Defender for Office 365, and Defender for Endpoint. Server Roles: Experience with Active Directory, Group Policy, DNS, and DHCP. Networking: Knowledge of LAN-based networking, cloud-managed switches like Unifi or Meraki, wireless, VPNs, and routing. Certifications: Completed or working towards Microsoft 365 accreditation. Interested? This is a fantastic opportunity to join a forward-thinking business that values innovation, collaboration, and growth. If you’re ready to apply your expertise in a role with impact and responsibility, apply today or contact Josh at Rubicon for more information