2nd Line Support Analyst

(Remote working) Huntingdon Up to £28,000 P.A (DOE) Full Time, Permanent Excellent Career Prospects!

Our award-winning client is a Leading IT provider based near Huntingdon who has supported thousands of clients across the UK, Europe and US. They pride themselves on being a trusted partner who really care about providing tailored and second to none customer service and IT support.

This is a fantastic opportunity for someone who is looking to progress a career within I.T with a forward thinking and growing company.

The position will involve IT support to their bank of customers whilst also assisting with the onboarding of new clients. You will provide day to day, front end support to investigate, diagnose, and resolve 1st and 2nd line incidents.

What’s involved for the 2nd Line Support Analyst

• Provide 2nd line I.T support to clients

• Answer calls and raise comprehensive support tickets

• Guide and support 1st line analysts when necessary

• Escalate incidents to 3rd line if required

• Maintain a high level of customer service and support

• Advise on infrastructure problems and provide network solutions

• Take ownership of problems and be proactive

• Log calls onto the tracking system

• Ensure faults are diagnosed and dealt with in agreed SLA’s

What you’ll need…

• Knowledge of Microsoft Windows

• Office 365 administration

• Windows Server, Windows Desktop, Microsoft Exchange & Active Directory

• Understanding of networking principles – DNS, DHCP, TCP/IP, WAN, LAN, WLAN

• Knowledge of mobile phone devices and hardware such as printers, scanners etc.

• Excellent telephone manner

• Ability to communicate at technical and nontechnical levels

• Customer service experience

Benefits for the 2nd Line Support Analyst include:

• Highly competitive salary

• Pension scheme

• Remote working with the requirement to report into the office just 2 days a month

• Free onsite parking

• Career progression

• Monday – Friday core hours

• 25 days + 8 bank holidays

• Employee assistance and training programme

Should this 2nd Line Support Analyst position be of interest then please feel free to apply to info@3sixtyresourcing.co.uk or contact one of our representatives at 3Sixty Resourcing Ltd.

Applications from outside the UK will not be considered.