2nd Line Support Analyst, up to £27,500 + exceptional benefits including on-going training and career development, profit-related bonus, up to 25 days holiday + bank holidays, pension, healthcare, free parking, free workwear, and home working options.

We are recruiting a 2nd Line Support Analyst to join our award-winning and market-leading MSP (Managed Service Provider) based in Frome, Somerset.

The Role:

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 practise 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.

The Company:

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. Throughout recent global events, we have utilised this approach to take the challenges for our clients and employees head-on. 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. By living these values, we have retained a supportive and caring culture, relish in passionate teamwork and celebrate our success together. We have won awards for Employer of the Month and were finalists for Employer of the year.

Key Responsibilities:

  • 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

Skills and Experience required:

  • 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

We are happy to invest in developing the technical skills of the right candidate, but the successful 3rd Line Support / I.T. Support Analyst / I.T. Support Engineer will need a good blend of the following skills, gained in either an MSP (preferable) or internal I.T. environment:

Technical Skills to include:

  • 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

Qualifications (preferable, not essential):

  • CompTIA-A+, N+
  • Microsoft Associate Level (Infrastructure or Cloud technologies)
  • BSc/B.Eng in Computer Science, Information Technology or relevant field

Interested? To apply, send us your CV using the form below or emailing jobs@netitude.co.uk. If you are successful in being short-listed, you will be contacted within 14 days to discuss the role and your requirements in more detail.

← Back to Current Vacancies

Our Standard Benefits

  • Relaxed, fun and fast-paced environment
  • Quarterly profit based bonus scheme
  • Quarterly team social events and activities
  • Weekly team challenges and prizes
  • Birthday and Anniversary gifts and a free company wide rendition of happy birthday!
  • Career development and training plans for all team members
  • Breakout areas with free tea, posh coffee, fresh fruit and retro arcade
  • BBQ and picnic benches for alfresco lunch dining
  • Annual pay reviews and weekly 1-2-1s
  • 21 days holiday, increasing by 1 day every two years of service to a maximum of 25 (plus bank holidays)
  • Private healthcare after 2 years of service
  • Free work wear
  • Free car parking
  • Dog-friendly office
  • Subsidised 24/7 gym membership

Apply Now

  • Accepted file types: doc, docx, pdf.
  • This field is for validation purposes and should be left unchanged.

Growth through technology