2nd Line Support Analyst

Som3; Hatfield; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join an established industry player as a Second Line Support Analyst in a dynamic 24/7 Technical Operations Command Centre. This role involves providing essential second-line support across various IT infrastructure technologies, managing incidents, and collaborating with team members to enhance service delivery. The ideal candidate will have strong communication skills, a proactive attitude, and the ability to work under pressure. With a focus on continuous improvement and customer satisfaction, this position offers a unique opportunity to grow within a leading IT services company. If you're ready to take the next step in your career, we want to hear from you!

Qualifications

• Experience in second-line infrastructure support and strong communication skills.
• Eligible for SC clearance and willingness to work 24/7 shifts.

Responsibilities

• Provide 2nd line support for IT infrastructure technologies.
• Manage incident resolution to meet SLA targets.

Skills

SQL

Wintel

Messaging

Patching

iSeries Operations

Communication Skills

Customer Service Skills

Incident Management

Problem Management

Tools

Incident Management Tools

Call Management Tools

MS Word

MS Excel

Job description

Second Line Support Analyst

• Fully on site
• 24/7 Shift Pattern
• SC Clearance Required or Eligible

Join a leading IT services company as they expand the team following a major contract win!

We're looking for driven and proactive Second Line Support Analysts to join 24/7 Technical Operations Command Centres in Nottingham or Hatfield.

What you will be doing:

• Provide 2nd line support across a range of IT infrastructure technologies
• Manage batch processing and event/alert monitoring
• Handle incident resolution to meet or exceed SLA targets
• Support patching, change requests, and technical escalations
• Maintain accurate records via incident and call management tools
• Collaborate with team members to continuously improve service delivery

Your background:

• Eligible for or currently hold SC clearance
• Experience or exposure to second-line infrastructure support
• Working knowledge of SQL, Wintel, Messaging, Patching, and iSeries Operations
• Willingness to work a 24/7 rotating shift pattern
• Strong communication and customer service skills
• Ability to work under pressure and take initiative
• Desirable:
• Experience with incident and problem management tools
• ITIL awareness or certification
• Solid understanding of server environments and IT infrastructure
• Proficiency in MS Word and Excel

Key information

This is an office-based role (5 days a week) in either Nottingham or Hatfield, so please consider your commute before applying