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: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Work in a collaborative environment with opportunities for travel to other offices.
- Why this job: Make a real impact by improving IT support processes and user experiences.
- Qualifications: Proven 2nd Line IT Support experience 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 in London employer: Story Terrace Inc.
Join our dynamic IT team in the heart of London as a 2nd Line Support Analyst, where you will not only resolve issues but also drive continuous improvement in our support processes. We pride ourselves on fostering a collaborative work culture that encourages professional growth and innovation, offering opportunities for skill enhancement and career advancement. 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 development in a vibrant city environment.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst in 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 Story Terrace Inc. 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 Story Terrace Inc. 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 Story Terrace Inc.!
✨Direct Apply to Story Terrace Inc.
Let's not forget to apply directly through the Story Terrace Inc. 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 in 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 Story Terrace Inc..
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 Story Terrace Inc.. 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 Story Terrace Inc.
✨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.
