2nd Line support

Technical Support Analyst – 2nd Line This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects. This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs. Responsibilities: • Providing 2nd line support remotely and occasionally on-site when required • Managing open tickets within SLA, and maintaining ownership • Working closely with team members, customers, and suppliers to resolve issues and manage expectations • Creating/updating/reviewing knowledge base articles • Acting as an escalation point for support calls from different support tiers, ensuring timely and well-managed escalation and resolution processes. • On-call shift rota, and occasional evening/weekend work (scheduled overtime) The successful candidate should have: • A minimum of 2 years 1st/2nd level technical helpdesk experience, ideally at a Managed Service Provider • Excellent customer service and communication skills • Full clean UK driving licence • Experience interacting with clients at all levels (from Senior Management down) • Ability to prioritise tasks on a busy and fast paced service desk • Ability to work in a team and with minimal supervision Benefits • £28,000 - £35,000 plus £2,500 (On-Call Allowance) Company pension • Gym membership at Office location • Free on-site parking • Employee Assistance and Wellbeing Program • 25 days holiday a year • High powered laptop • A proactive approach to ongoing training to help you develop life-long skills • Training

Location: Holcot, GB

Posted Date: 2/27/2025