1st/2nd Line Support Analyst

Xact Placements Limited; Coventry; On-site; GBP 25,000 - 28,000; Full time

Job summary

A Managed Service Provider near Coventry is seeking a proactive 1st/2nd Line Support Analyst to provide essential remote and on-site support. In this role, you will take ownership of support tickets, ensuring clear communication and documentation. With a strong focus on service delivery, you will diagnose and resolve issues while contributing to continuous improvement initiatives. Ideal candidates will have prior service desk experience and a solid understanding of Windows and networking basics.

Qualifications

• Proven service desk background within a Managed Service Provider.
• Strong communication skills and a client-first mindset.
• Ability to work methodically with high attention to detail.

Responsibilities

• Provide BAU remote and on-site support across 1st & 2nd line.
• Own and resolve support tickets, ensuring timely updates.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document processes and contribute to knowledge sharing.
• Assist with project work and client site visits when needed.

Skills

Service desk experience within an MSP

Strong communication skills

Attention to detail

Windows 10/11 knowledge

Microsoft 365 administration

Networking fundamentals

Hardware support

Virtualisation knowledge

VoIP experience

Job description

1st/2nd Line Support Analyst Location: near Coventry Salary: £25,000-£27,500

Our client a Managed Service Provider based near Coventry is looking for an experienced 1st/2nd Line Support Analyst to join their close-knit team. If you thrive in a fast-paced MSP environment, deliver exceptional customer service, and enjoy continuous improvement, this could be your next move.

About the Role

You’ll handle a mix of 1st and 2nd line support, providing both remote and occasional on-site assistance. You’ll own tickets, communicate clearly with users at all levels, document processes, and contribute to an environment where collaboration and high standards are key.

Main Duties of the Role

• Provide BAU remote and on-site support across 1st & 2nd line.
• Own and resolve support tickets, meeting SLAs and keeping users updated.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document processes and contribute to team knowledge sharing.
• Maintain security and identify opportunities for service improvements.
• Assist with project work and client site visits when required.

Your Skills and Experience

• Proven service desk background within an MSP
• Strong communication skills and a client-first mindset
• Ability to work methodically with high attention to detail
• Windows 10/11, Windows Server (2016–2025), AD/DNS/DHCP
• Microsoft 365 administration (Exchange Online, SharePoint, Teams, MFA)
• Networking fundamentals, VLANs, VPNs, firewalls, UniFi
• Hardware support (servers, desktops, storage)
• Virtualisation (Hyper‑V / VMware)
• MDM solutions (ManageEngine advantageous)
• VoIP experience beneficial