2nd Line IT Support Engineer — Public Sector

Made Tech Limited; Greater London; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Paid counselling

Flexible benefits platform

Social and wellbeing events

Job summary

A technology services company in the UK seeks a Service Support Analyst to provide 2nd line support for public sector applications. The role includes efficient triage of issues, monitoring production solutions, and collaboration with internal teams. Ideal candidates will have a strong IT background and experience in supporting digital services, along with excellent communication skills. The company offers a flexible benefits platform, including paid counselling and health plans.

Qualifications

• Experience supporting digital/data services in a production environment.
• Strong background in 2nd line support roles.
• Ability to run or lead ITIL processes (Incident, Problem, Change, Release Management).

Responsibilities

• Triage and resolve issues efficiently.
• Provide first fixes for incidents and escalate as needed.
• Monitor production solutions for availability and performance.
• Provide shift-based coverage.
• Create and update knowledge base articles.

Skills

IT background

Customer service experience

Analytical problem solving

Network and firewall knowledge

Understanding of UK public sector

Familiarity with scripting

Experience in disaster recovery

ITIL understanding

Excellent communication skills

Tools

Python

SQL

Terraform

Ansible

GitLab

Bitbucket

Job description

A technology services company in the UK seeks a Service Support Analyst to provide 2nd line support for public sector applications. The role includes efficient triage of issues, monitoring production solutions, and collaboration with internal teams. Ideal candidates will have a strong IT background and experience in supporting digital services, along with excellent communication skills. The company offers a flexible benefits platform, including paid counselling and health plans.