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Salary: Up to £27K (DOE)

2nd Line Support Analyst

Job description

We are recruiting a 2nd Line Support Analyst to join our Service team as a Senior Service Engineer, where you will use your I.T. knowledge and experience to resolve a wide range of complex incidents, problems, maintenance, and infrastructure changes for a diverse range of clients in a fast-paced and highly motivated team environment. Senior Service Engineers provide excellent technical expertise, a one-touch resolution to incidents where we can, truly care about our clients and want to help them get back to their role as efficiently as possible, restoring their faith in the power of technology to enrich their lives.

Senior Service Engineers deal with incidents or changes that are reported by phone, chat, email or in person, escalations from the Service Engineers, complete proactive maintenance tasks raised by quarterly technology alignment audits and assist the Technical Manager in identifying areas to improve our systems and service quality. A broad range of technical understanding, a desire to provide and improve our excellent service quality, and a passion to learn, through practice or certification, are essential to perform well in this role.

The successful 2nd Line Support Analyst will receive the training, support and certifications required to ensure you stay ahead of emerging technologies, enabling you to provide exceptional customer service and fully support your clients as their businesses grow.


As a 2nd Line IT Support Analyst your main role and responsibilities will include:

  • Providing excellent customer experience, through technical issue resolution, and customer service
  • Recording incoming support requests
  • Maintaining detailed, accurate notes and time records
  • Referencing and updating client documentation and user guides
  • Troubleshooting and resolving issues from escalations
  • Carrying out on-site work as required; troubleshooting, infrastructure installation, hardware refresh and other projects
  • Liaising with 3rd party software vendors

To be considered for this role you must have:

  • 3+ years of professional IT experience
  • Excellent customer service, customer-facing and problem-solving skills
  • Organisational, time management and documentation skills, preferably with experience of logging time

To be considered for this role you must have:

Preferable but not essential:
  • Windows Server including; ADDS, DHCP, DNS, File Services, RDS, IIS
  • Microsoft 365 and Azure administration experience, including PowerShell skills
  • Networking diagnosis, including; ADSL, VOIP, VLAN
  • Firewall/UTM management experience
  • Mac/Linux troubleshooting experience
  • Virtualisation platforms experience
  • Server hardware troubleshooting experience
  • Backup and DR experience
  • Cyber Security awareness and remediation skills are desirable
  • Experience of working within ITIL or SDI frameworks
  • CompTIA-A+, N+
  • Microsoft Associate Level (Infrastructure or Cloud technologies)
  • BSc/B.Eng in Computer Science, Information Technology or relevant field

Benefits include:

  • 21 days holiday, plus bank holidays - minimum
  • Remote working opportunities
  • Career development and training plans for all team members
  • Dog-friendly office
  • Private healthcare after 2 years of service
  • Subsidised 24/7 gym membership
  • Team social activities
  • Breakout areas with free tea, posh coffee, snacks and video games
  • Employee celebrations
  • Free work wear and onsite parking

With a Mission of ‘Growth Through Technology’, we follow a methodology focused on delivering strategic outcomes for our clients rather than just managing technology. We work in partnership with our clients to provide proactive solutions rather than continuously fire-fighting problems. As a result, our employees enjoy the combination of varied work and strategic influence.

Established in 2001, Netitude is ranked in the top 501 MSPs in the world. Our expansion and success have been achieved through a reputation for excellence. We have utilised this approach to take the challenges for our clients and employees head-on throughout recent global events. Never standing still, we have restructured our service offering and adapted to new working norms, providing further benefits and career opportunities for our team.

Our core values are embedded in everything we do; Own It, Nurture & Care, Be Brave, Innovate. We have retained a supportive and caring culture by living these values, relish in passionate teamwork, and celebrate our success together. As a result, we have won Employer of the Month awards and were finalists for Employer of the year.

Netitude's 4.5 star Glassdoor rating