2nd Line Support Analyst / Solutions Engineer

A rapidly growing IT services provider delivering innovative solutions and first-class support to a wide range of clients across the UK. With a strong focus on technical excellence and customer service, the business offers its team exposure to diverse technologies and exciting progression opportunities in a collaborative environment.

Responsibilities

Provide 2nd line technical support and assist 1st line colleagues when required; Troubleshoot and resolve issues across servers, desktops, networking, and cloud environments; Respond to support tickets, calls, emails, and monitoring alerts in line with SLAs; Support system upgrades, implementations, and service improvements; Maintain accurate technical documentation and update ticketing systems; Deliver clear and timely communication to clients on progress and resolutions; Support internal staff with IT requirements and system administration; Participate in the on-call rota and shift coverage (core hours: 08:00-18:00).

Requirements

At least 2 years’ experience in IT support or a technical services role; Excellent communication skills with a customer-focused approach; Strong knowledge of Microsoft technologies (Windows Server 2012-2022, Windows 10/11, Active Directory/Azure AD, M365, Exchange); Experience with server and desktop hardware, virtualisation (VMware/Hyper-V), networking (Cisco/Meraki), and backup/disaster recovery solutions; Familiarity with service desk and monitoring tools; ITIL Foundation or equivalent service management knowledge.

Nice to have

Exposure to Linux/UNIX, MacOS, or scripting (Python); Experience with firewalls, endpoint security, or intrusion detection; Knowledge of VDI solutions (VMware Horizon, Citrix); Experience with telephony platforms (e.g., Mitel, 3CX); Cisco certifications or implementation experience.

Benefits

Hybrid working model with flexibility; Exposure to a wide range of technologies; Ongoing training and professional development opportunities; Collaborative, service-focused working environment.