2nd Line IT Support Specialist – Microsoft & AD Expert

XC Trains Limited; Birmingham; On-site; GBP 33,000 - 35,000; Full time

Job summary

XC Trains Limited in Birmingham is seeking an IT Service Support Analyst for a 12-month FTC. The role focuses on 2nd line support across Microsoft technologies, Active Directory and Exchange, with a strong emphasis on customer service and documentation. Office-based with occasional travel to depots across the network.

Applicants should have at least 2 years in IT support, experience with SLAs and ITIL, and a proactive, collaborative mindset. Closing date 16 October 2026; salary £33K–£35K.

Qualifications

• 2+ years' experience in IT support/service desk.
• Strong incident management experience with stakeholder communication.
• Experience meeting SLA targets for incidents, requests and problems.
• Knowledge of Active Directory and Exchange administration.
• Strong Windows and Microsoft 365 support skills.
• Outlook troubleshooting in business environments.
• Excellent communication, organizational and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritise workloads in a fast-paced environment.
• Practical understanding of ITIL.
• Up-to-date knowledge of IT infrastructure and best practices.
• Ability to learn new technical information quickly.
• Attention to detail and commitment to service excellence.
• Team-oriented and collaborative.

Responsibilities

• Provide 2nd line technical support for IT systems, applications and users.
• Diagnose, troubleshoot and resolve hardware, software and network-related issues.
• Manage incidents, service requests and problems in line with SLAs.
• Communicate effectively with users and provide regular updates.
• Support Microsoft operating systems and the Microsoft 365 environment.
• Administer Active Directory users, groups and Exchange functions.
• Troubleshoot Outlook within a networked environment, including permissions and delegation.
• Create and maintain technical documentation, user guides and knowledge base articles.
• Work collaboratively with internal teams, suppliers and stakeholders to resolve complex issues.
• Contribute to IT service improvement initiatives and best practices.

Skills

IT support

Active Directory

Exchange administration

Microsoft 365

Outlook troubleshooting

Incident management

Customer service

ITIL knowledge

Windows OS

Network troubleshooting

Documentation

Education

A-Level equivalent or industry experience

ITIL Foundation certification

Degree-level education or equivalent

MCSE or Microsoft certifications

PRINCE2/APMP or equivalent

Tools

Microsoft 365

Exchange Admin

Active Directory

Job description

XC Trains Limited in Birmingham is seeking an IT Service Support Analyst for a 12-month FTC. The role focuses on 2nd line support across Microsoft technologies, Active Directory and Exchange, with a strong emphasis on customer service and documentation. Office-based with occasional travel to depots across the network.

Applicants should have at least 2 years in IT support, experience with SLAs and ITIL, and a proactive, collaborative mindset. Closing date 16 October 2026; salary £33K–£35K.