At a Glance
- Tasks: Support users directly and manage escalated IT issues with a hands-on approach.
- Company: Join a dynamic IT team in London focused on continuous improvement.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Full-time role with opportunities for growth and occasional travel.
- Why this job: Make a real impact by improving IT support processes and user experiences.
- Qualifications: Experience in 2nd Line IT Support and strong troubleshooting skills required.
The predicted salary is between 35000 - 45000 £ per year.
About the Role
We’re hiring a 2nd Line IT Support Analyst to join our IT team in London. This is a hands‑on, on‑site role where you’ll be supporting users directly as well as managing escalated issues. It goes beyond typical ticket resolution; we’re looking for someone who will bring structure, improve processes, and reduce recurring issues. You’ll play an important role in helping us improve how IT support operates, not just resolving issues as they come in.
Key Responsibilities
- Support & Ticket Management
- Own and resolve 2nd line tickets end‑to‑end
- Effectively prioritise and triage ticket queues
- Maintain high‑quality ticket updates and documentation
- Hands‑On Support
- Provide deskside support, including hardware, cabling and troubleshooting
- Support Windows and Mac devices
- Troubleshoot across applications, access, and connectivity
- Systems & Admin Support
- Support Microsoft 365 (Exchange, Teams, SharePoint)
- Assist with user access and system administration
- Diagnose issues using logs and system data
- Continuous Improvement
- Identify recurring issues and implement longer‑term fixes
- Improve processes, workflows, and ticket handling
- Contribute to a more structured and efficient support function
What We’re Looking For
- Proven 2nd Line IT Support experience
- Strong troubleshooting across devices, applications, and users
- Experience supporting Microsoft 365 environments
- Solid understanding of ticketing systems, SLAs, and prioritisation
- Comfortable working on‑site and hands‑on with users
- Strong communication skills
- Proactive mindset improves processes, not just fixes tickets
- Strong ticket hygiene and organisation
- Experience identifying and reducing repeat issues
- Some exposure to Mac environments
- Basic networking knowledge
Working Pattern
- Full‑time, 5 days per week in office (London Fleet Street)
- Core hours: 8 am–6 pm (shift coverage)
- Occasional travel to other offices (e.g. Bristol / Leeds)
2nd Line Support Analyst employer: Story Terrace Inc.
Join our dynamic IT team in London as a 2nd Line Support Analyst, where you will not only resolve issues but also drive improvements in our support processes. We pride ourselves on fostering a collaborative work culture that encourages professional growth and innovation, offering opportunities for continuous learning and development. With a focus on hands-on support and a proactive approach to problem-solving, you'll be part of a team that values your contributions and supports your career aspirations in a vibrant city environment.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Story Terrace Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Story Terrace Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Story Terrace Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Story Terrace Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Story Terrace Inc.!
How to prepare for a job interview at Story Terrace Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
