2nd Line Support Analyst

Role Overview

Join a Cloud-first company as a 2nd Line Support Analyst, providing technical support to customers via telephone, email, and remote access. The role involves diagnosing and resolving escalations, creating knowledge base articles, and acting as a technical escalation for 1st Line Service Centre Analysts.

What You Will Do

Provide support to customers, diagnose and resolve escalations, create knowledge base articles, act as a technical escalation, and perform on-site support when required.

Why It Might Be a Fit

This company invests heavily in employee development, offering up to 10 training days per year. The role requires excellent incident and problem analysis, diagnosis, and resolution skills, as well as experience in using service desk applications and knowledge of server and client operating systems.

Requirements

• Experience in using service desk applications to log and monitor support calls
• Demonstrable Incident Management experience
• Exceptional analytical problem solving skills
• Knowledge of both server and client operating systems
• Ability to liaise and collaborate with authority to other service providers, as well as third-party suppliers
• Use of remote control software for fault diagnosis and resolution
• A knowledge of network topology, components and systems monitoring
• Remote administration of workstations, servers, routers, network switches
• General network connectivity/troubleshooting
• Configuring and setting up of printers and print queues
• Microsoft Exchange
• MS Office Suite

Benefits

• Up to 10 training days per year
• Reimbursement of travel expenses
• DBS check