2nd Line Liaison Technical Support Analyst

Method IT Ltd.; United Kingdom; On-site; GBP 36,000 - 43,000; Full time

Job summary

Method IT Ltd. is looking for a Second Line Liaison Technical Support Analyst to join a busy Service Desk team in a Southend-on-Sea based MSP.

You will act as a point of escalation between first/second line engineers and the 3rd line/project engineering team, supporting customers with first and second line issues. You will report to the Service Desk Manager and work within a Microsoft-centric environment, covering remote and on-site tasks as part of a rotating schedule, with on-call requirements

Qualifications

• Experience with a PSA system.
• Strong problem-solving mindset and ability to work with initiative.
• Proven ability to document processes and procedures.
• Understanding of customer-led Service Level Agreements (SLAs).
• Exposure to Remote Desktop Services and Windows 10/11 Pro administration.
• Knowledge of Exchange Online administration and mailbox management.

Skills

PSA system experience

Problem solving

Process documentation

Customer SLA awareness

Powershell

Remote support tooling

Tools

Remote Desktop Services

Windows 10/11 Pro

Exchange Online

Microsoft Azure

Backup technologies (Datto/Acronis/Veeam)

Networking TCP/IP

Firewall knowledge

VOIP systems (Gamma Horizon, Teams)

Powershell

Remote Support Tools (ScreenConnect/LogMeIn/TeamViewer)

Job description

Second Line Liaison Technical Support Analyst

You will be part of a busy Service Desk Team. The primary function will be to assist Customers with first and second line support issues, with a particular focus on acting as a point of escalation/liaison between the first/second line engineers and the 3rd line support/project engineering team.

About Method IT

Method IT are a Microsoft Gold Certified Managed Service Provider, based in Southend on Sea. We hold ISO9001, ISO 27001, Cyber Essential Plus, IASME Cyber Assured Level 2 Certification, as well as being a Cyber Essentials Plus and Cyber Assured Certification body. Our clients are based predominantly in the South East, we have a particular focus working with Professional Service companies, such as Legal, Accounting, and Finance.

Reporting to:

You will report to the Service Desk Manager.

Core Skills

Working with a Service Ticket (PSA) System – ideally MSP Centric, problem-solving mentality, working under own initiative, Demonstrable experience of documenting processes and procedures, Understand the importance of adhering to customer-led Service Level Agreements

Technical Skills

• Any exposure to Remote Desktop Services
• Window 10/11 Pro (Install, Support & Management)
• Exchange Online Administration, mailbox Management
• Microsoft Azure, basic resource administration (server startup/shutdown)
• Backup Technologies ( for example, Datto, Acronis, Veeam etc.) Backup/Restore tasks, backup Job creation, installation and Management of Anti Virus/EDR Software
• Print Management, installation, job Management
• Networking, TCP/IP – config & troubleshooting (DNS etc.) Knowledge of Firewall technologies
• Telephone Systems, ideally exposure to supporting VOIP Team Phone Systems (e.g. Gamma Horizon, Microsoft Teams etc.)
• Powershell, basic scripting/automation tasks
• Remote Support Tools, proven experience of working with Remote Support Tools (Screen Connect, LogMeIn, TeamViewer etc)

Hours

Rotation - Monday to Friday 8:00am – 5:00pm
or Monday – Friday 9:00am – 6:00pm
On call approx. 1 in 8 weeks

Location

The role will be based in our Southend on Sea office