2nd Line IT Support Specialist – Tech Escalations

DFS Trading Ltd; Doncaster; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Annual Bonus

23 days holiday

Pension

Life assurance

Employee discounts

Job summary

DFS Group is hiring an IT Support Analyst to provide second-line technical support across the business. You will resolve hardware, software and end-user issues, configure and deploy devices, and ensure SLAs are met while delivering high-quality customer service.

The role involves supporting iOS, Android and Windows devices, managing workloads, and acting as escalation point for the 1st Line Desk. A proactive learner with strong communication is needed.

Qualifications

• 3–5 years' experience in a 2nd Line IT Support or similar role.
• Strong knowledge of Windows 11, Microsoft 365, Google Workspace, Active Directory and Group Policy.
• Experience working in a busy IT support environment, ideally within a retail or multi-site business.
• Great communication skills, with the ability to explain technical issues clearly to colleagues at all levels.
• Experience supporting a variety of end-user devices, including Windows, ChromeOS, macOS, Android and iOS.
• Understanding of networking fundamentals such as TCP/IP, DNS and DHCP.
• Experience managing the full lifecycle of end-user devices, from setup through to maintenance and replacement.
• Working knowledge of Microsoft Windows Server (2016 or later).
• A collaborative approach and willingness to share knowledge with teammates.
• A proactive mindset and interest in learning new technologies.

Responsibilities

• Providing 2nd line technical support, diagnosing and resolving hardware, software and end-user issues.
• Configuring, deploying and supporting laptops, desktops, printers, tablets and mobile devices.
• Managing workload to meet SLAs while maintaining ticket quality and documentation.
• Escalating incidents to 3rd Line Support or third-party suppliers when needed.
• Monitoring system alerts to identify and mitigate issues early.
• Supporting IT projects including hardware refreshes and software deployments.
• Maintaining IT asset records and supporting audit and decommissioning activities.
• Creating knowledge base articles and user guides to improve team knowledge.

Skills

Windows 11

Microsoft 365

Google Workspace

Active Directory

Group Policy

Troubleshooting

Communication

Tools

MDM solutions

Microsoft Windows Server (2016+)

VPN technologies

Enterprise networking

Job description

DFS Group is hiring an IT Support Analyst to provide second-line technical support across the business. You will resolve hardware, software and end-user issues, configure and deploy devices, and ensure SLAs are met while delivering high-quality customer service.

The role involves supporting iOS, Android and Windows devices, managing workloads, and acting as escalation point for the 1st Line Desk. A proactive learner with strong communication is needed.