2nd Line Support Analyst

Job details
  • Job Ref: 2nd Line Support Analyst
  • Job Type: Permanent
  • Location: City
  • Salary: £28,000 - £32,000 pa

Working with the team, you will be helping define the services we offer and how we implement, support and manage them. 

A key aspect of the role is the smooth deployment of servers, networks and PC’s using automation. This is a role for an individual ready to make their mark and grow with a business that has show 25% growth last year. 

Key Areas of Responsibility: 

1. Automation: We pride ourselves on exceptional levels of networks and deployments free of error and the need for break-fix. You will trouble shoot the deployments and have the creative mind to help us establish ground-breaking service techniques. 

2. Research and Development: As we are MSP-level partners with each of our technology partners, you will research and test new systems and technologies in-house, and with-in client networks when required. As partners with many technology leaders, we must maintain a high level of insight on their roadmaps. Present research on occasion at team forums. 

3. Systems Design: Define and engineer new solutions for client and internal operations. Use technical diagrams to collaborate internally or with our partners to present ideas before client approval. 

4. Case Management: with your Team Manager, you will Monitor helpdesk requests from clients and assign to your team members based upon SLA’s, skills and capacity. 

5. Knowledge: Ensuring KB’s are captured where required, escalations are efficient, and good timesheets and resolutions are communicated back to the end-users within the day completed. 

6. Fee Earning: Where cases are out-of-scope, ensure you record time for onward billing. 

7. QA: With your Team Manager, ensure tasks assigned to you from case templates are completed to the appropriate quality levels for standardised builds of PC’s, Mobile Devices, Users, Telephone Extensions, Servers, AP’s, routers, etc. 

8. Process Management: With the Team Manager improve the processes in place that maintain deployment records and techniques within case templates, 6. Meraki MDM, and 3rd-Party systems. 

9. Reporting: ensure the meeting of KPIs for performance reporting. 

10. Client Onboarding: working with the new business team, you will help on client onboarding from a technical perspective – running audits, assessing and managing required change. 

11. Onsite Support: provide clients onsite support, liaising with other team members and adhering to client Service Level Agreement and any technical documentation that requires sign-off. Ensure all site visits are signed-off or correctly escalated, and then stored, monitored and resolved correctly. 

12. Technical Lead: Carry out installation tasks and communicate any requirements for the client, logistics or provisioning to the Service Desk Manager or Operations Manager. Liaise with the client technical team or inhouse Solution Architects where processes need updates. Ensure all site visits are signed-off or correctly escalated, and then stored, monitored and resolved correctly. 

13. Training: We expect 3-hours per week to be dedicated to learning. All costs of exams undertaken to support the role will be paid as part of your expense account. Help manage team members’ professional development and ensure they maintain alignment with the company’s objectives with program’s tailored to each individual and monitored by our Operations Manager. 

14. In-house Systems: to help implement and maintain our internal operations. Prioritise deliverables with the Service Desk or Operations Manager and maintain ongoing feedback. 

15. Manage Unified Services Team: Take part in daily sessions with the team, and weekly sessions with each team member to ensure work is being completed accurately and to a high level of quality. 


Systems Expertise: 

- Microsoft Server Admin / Cluster / Azure – Admin/Support 

- GPO Management 

- Windows Deployment server 

- Basic Powershell scripting 

- Office 365 Admin/Support 

- Cisco Meraki MX/MR/MV/MS 

- Meraki MDM 

- Veeam Admin 

- Mimecast Helpdesk Admin 


Preferable Experience: 

- ESET Admin 

- Excel End-usage 

- Dynamics CRM End-usage 

- SharePoint Support 

- AutoCAD Deployment 

- 4G/5G Support 

- Centrex/Polycom Admin/Support 

- Teams/Skype/Crestron Admin


Additional Skills: 

- Network troubleshooting 

- New customer site audit 

- TCP/IP / Routing / VPN installation/troubleshooting 

- Mentoring 

- Exceptional customer service 

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