2nd Line Support Analyst

NES Fircroft; Knutsford; On-site; GBP 32,000 - 45,000; Full time

Job summary

NES Fircroft is seeking a 2nd Line Technical Support Analyst to join our Knutsford office on a permanent basis. The role requires handling Level 2 tickets, diagnosing complex issues, and maintaining hybrid cloud and on-premises systems.

Shifts include early, afternoon, and night patterns, with 28 days of annual leave and an onsite location requiring a car. Applicants should have 2+ years in enterprise IT support, strong Windows Server and Linux knowledge, experience with SQL Server, networking,

Qualifications

• 2+ years experience supporting IT enterprise level infrastructure or related technical role.
• Strong knowledge of Windows Server 2012-2019, Linux (RedHat), SQL Server, Networking, and Active Directory.
• Familiarity with cloud environments (Azure, Google Cloud) and containerization (Docker, Kubernetes).
• Proficiency in scripting languages (PowerShell, Python, Bash).
• Experience with ticketing systems and SLA/KPI adherence.
• CI/CD basics and infrastructure as code tools (Terraform, Ansible) desirable.

Responsibilities

• Resolve Level 2 technical support tickets, escalations, and incidents within SLAs.
• Diagnose and troubleshoot complex problems using logs, monitoring tools, and documentation.
• Troubleshoot system and network issues to ensure minimal downtime and performance.
• Provide root cause analysis for recurring issues and suggest improvements.
• Perform mid-level configurations, installations, maintenance and updates on hybrid cloud and on-premises systems.
• Collaborate with Tech Support Team Lead to refine troubleshooting methodologies.

Education

Bachelor’s degree in computer science, Information Systems, or related field or equivalent work experience

Tools

Docker

Kubernetes

Terraform

Ansible

PowerShell

Python

Bash

Azure

Google Cloud

SQL Server

Active Directory

Windows Server 2012-2019

Linux (RedHat)

Networking

Job description

2nd Line Technical Support Analyst - Permanent - Knutsford

Office based - shift pattern: 6.00am - 2.30pm, 2.00pm - 10.30pm, 10.00pm - 6.30am 28 days annual leave per year (Includes working weekends & Bank holidays)

Must be able to drive due to the location of the office (not accessible by public transport)

No sponsorship available

Required

• 2+ years experience supporting IT enterprise level infrastructure or a related technical role.
• Strong knowledge of mixed Windows Server (2012-2019) & Linux (RedHat), SQL Server, Networking, & Active Directory.
• Familiarity with cloud environments (e.g., Azure, Google Cloud) & containerization technologies (e.g., Docker, Kubernetes).
• Proficiency in scripting languages (e.g., PowerShell, Python, Bash).
• Experience working with ticketing systems & adhering to SLAs/KPIs.
• Exposure to voice recording platforms, IP networks, or storage technologies is a plus.
• Basic understanding of CI/CD pipelines & infrastructure as code tools (e.g., Terraform, Ansible).
• Bachelor’s degree in computer science, Information Systems, or related field or equivalent work experience.
• Certifications such as ITIL Foundation, Microsoft Azure, or equivalent are highly desirable.

2nd Line Technical Support Analyst key responsibilities

• Resolve Level 2 technical support tickets, escalations, & incidents within defined SLAs.
• Diagnose & troubleshoot complex technical problems using system logs, monitoring tools, & issue documentation.
• Troubleshoot & resolve system & network issues, ensuring minimal downtime & optimal performance.
• Provide detailed root cause analysis for recurring issues & propose solutions to improve system stability.
• Perform intermediate-level configurations, installations, maintenance & updates on Client's hybrid cloud & on-premises systems.
• Collaborate with the Tech Support Team Lead to refine troubleshooting methodologies & best practices.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining andManufacturingsectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.