2nd Line IT Support

XMA; Nottingham; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a 2nd Line IT Support Analyst in Nottingham. This role offers a dynamic environment where you'll be the first point of contact for customers facing IT challenges. Utilize your expertise in Microsoft Active Directory and network infrastructure to resolve issues efficiently. With a commitment to diversity and inclusion, the company fosters an environment where your contributions truly matter. Enjoy competitive benefits, including private healthcare and gym discounts, while advancing your career in a supportive team. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Private Healthcare

Pension

25 days holiday rising to 30

Group life insurance

Income protection

Gym Discounts

Free Fuel Fridays

Employee of the Quarter

Employee Referral program

Qualifications

• 2+ years of experience in IT support or similar technical role.
• Strong knowledge of Microsoft Active Directory and user management.

Responsibilities

• First point of contact for customers with IT-related issues.
• Logging technical incidents and requests, resolving them per SLAs.

Skills

Microsoft Active Directory

Customer Service

Network Infrastructure

ServiceNow

Tools

ServiceNow

Job description

JOB TITLE: 2nd Line IT Support

SALARY: GBP26,000 - GBP28,000 per annum

BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program

LOCATION: Nottingham Hybrid after training

Do you have customer service experience within a helpdesk environment and love solving IT issues? Are you currently a 1st Line Support Engineer but dealing with 2nd line queries quite easily? Do you thrive on delivering results and love fixing problems? If so, we may have the role for you!

Established in the 80s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage, serving a diverse customer base across the public and private sectors.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

We are currently looking for a 2nd Line Support Analyst to join us at our Nottingham site. You will be the first point of contact for customers with IT-related issues, receiving these through our ticket system, calls, or emails.

Job Specification: 2nd Line Support Analyst

1. Sitting within the helpdesk team at our Nottingham offices, you will be the first point of contact for our customers.
2. Logging all technical incidents and requests (via phone or email), resolving them to the best of your ability in accordance with our service level agreements.
3. Taking full ownership of tickets to ensure consistent communication with customers regarding their queries.
4. Acting as a service representative for assigned services, focusing on maximizing the efficiency of technical analysts and L2 support staff in resolving incidents and requests.

Requirements: 2nd Line Support Analyst

1. Approximately 2 years of experience in an IT support or similar technical role, specifically on a helpdesk.
2. Strong knowledge of Microsoft Active Directory, group policy, and user management.
3. Strong understanding of network infrastructure; CCNA certification is preferred.
4. Experience with ServiceNow or other ITSM tools is advantageous.
5. Excellent customer service skills and comfortable on the phone most of the day.

We believe in fostering an inclusive environment where employees feel encouraged to share their perspectives, leverage their strengths, and act authentically. We are proud to be an equal opportunity employer, committed to diversity and inclusion. Qualified applicants will be considered regardless of race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran or military status, or any other protected status by law.

We are a Level 2 Disability Confident Employer and will provide reasonable accommodations to enable full participation in the application and interview process. If you require accommodations, please contact us via email at (email address), and we will assist you.