2nd Line IT Support Analyst

VOYAGE CARE; Newcastle-under-Lyme; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading care provider in Newcastle-under-Lyme is seeking a 2nd Line IT Support Analyst to provide high-quality technical support to staff. The successful candidate will be responsible for managing ticket escalations, providing both remote and on-site assistance. Candidates should have previous experience in a similar role, demonstrate strong technical skills, and be able to communicate effectively with users. This role requires office attendance 2-3 times per week, offering a dynamic work environment with opportunities for professional development.

Qualifications

• Previous experience in a 2nd line IT support or similar technical support role.
• Strong understanding of computer hardware and operating systems.
• Experience managing user accounts and permissions in Active Directory.
• Knowledge of networking concepts like TCP/IP and DNS.
• Awareness of cybersecurity best practices.

Responsibilities

• Deliver high-quality second-line technical support to staff.
• Manage ticket escalations from the 1st Line Support team.
• Provide technical assistance both remotely and on-site.
• Accurately log support calls in the helpdesk ticketing system.
• Identify and report potential cybersecurity risks.

Skills

Technical Proficiency

Customer Service Skills

Problem-Solving

Strong understanding of hardware & software

Education

IT certifications (e.g., CompTIA A+, Microsoft Certs)

Tools

Active Directory

Remote support tools

Ticketing systems

Job description

The 2nd Line IT Support Analyst is responsible for delivering high-quality second-line technical support to Voyage Care staff across the organisation. The post holder will respond promptly to support requests, providing regular updates to users to keep them informed of ticket progress. The successful candidate will contribute as a key member of the team, attending the office two to three times per week as required.

Responsibilities

• Deliver high-quality second-line technical support to staff, ensuring prompt responses and regular updates on ticket progress.
• Manage ticket escalations from the 1st Line Support team, applying advanced technical knowledge to troubleshoot and resolve hardware, software, and infrastructure issues.
• Escalate unresolved incidents and problems to engineering teams, ensuring all troubleshooting steps are thoroughly documented for efficient handover.
• Provide technical assistance both remotely and on-site, including the installation and maintenance of hardware and software.
• Maintain and support IT infrastructure, such as PCs, laptops, printers etc., ensuring systems are operating optimally.
• Accurately log support calls and document fixes within the helpdesk ticketing system for future reference.
• Liaise with 3rd line support, infrastructure teams, and external suppliers to resolve complex or specialised technical issues.
• Proactively identify and report potential IT and cybersecurity risks to minimise organisational impact.
• Contribute to service improvement initiatives by managing support queues and suggesting process enhancements.
• Create and maintain knowledge articles to support the ongoing development of the service desk knowledge library.
• Participate in meetings with other business units to enhance understanding of operational roles and support professional development.

Qualifications

• Previous experience in a 2nd line IT support or similar technical support role within a service desk environment.
• Strong understanding of computer hardware, operating systems (including Windows 10/11), and common software applications.
• Experience managing user accounts and permissions in Active Directory and Entra ID.
• Using remote support tools and ticketing systems for logging and tracking incidents.
• Ability to diagnose and resolve more complex incidents that have been escalated from 1st line support.
• Knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN connectivity.
• Awareness of cybersecurity best practices and procedures for identifying and escalating risks.
• IT certifications (e.g., CompTIA A+, Microsoft Certs) are desirable but not essential.
• Strong organisational skills and the ability to prioritise workload.
• Technical Proficiency: Strong skills in troubleshooting hardware, software, and network issues.
• Customer Service Skills: Ability to interact professionally and efficiently with users, acting as an internal customer.
• Documentation: Ability to clearly document technical issues and resolutions.
• Problem‑Solving: Taking ownership of user problems and performing technical diagnosis to find effective solutions.
• Excellent communication and interpersonal skills for liaising with users and technical teams.