2nd Line Support Analyst

JR United Kingdom; Poole; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join a forward-thinking company as a 2nd Line Support Analyst in Poole, where you'll provide invaluable support and troubleshooting for various technical issues. This role offers collaborative work with a growing team, a competitive salary, and numerous benefits, including personal development planning.

Benefits

Competitive Salary depending on experience

Flexible Work Hours with compensation for extra hours

Generous Holiday Allowance of 25 days plus bank holidays

Established Pension Scheme

Access to Health & Wellness programs

Personal Development and certification support

Qualifications

• At least 2 years' experience on an IT Helpdesk.
• Proficiency in Microsoft 365 applications like OneDrive, SharePoint, Exchange Online.
• Experience with Active Directory and Group Policy.

Responsibilities

• Handle Helpdesk incidents and provide hands-on support.
• Upgrade and configure hardware, software, and services.
• Document infrastructure and create knowledge base articles.

Skills

Helpdesk Experience

Proficiency in Microsoft 365

Networking Knowledge

Education

Microsoft 365 accreditation (completed or in progress)

Job description

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2nd Line Support Analyst | Poole | Competitive DOE

As a 2nd Line Support Analyst within this forward-thinking business, you’ll play a key role providing hands-on support and troubleshooting for a variety of technical issues. This role requires both independent work and collaboration with a growing team on diverse technical disciplines.

As a 2nd Line Support Analyst, you’ll benefit from:

• Competitive Salary: depending on experience, plus team bonuses.
• Flexible Work Hours: Compensation for work outside standard business hours with time-off-in-lieu or overtime pay. Participation in an on-call rotation may be required.
• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with additional holiday for long service.
• Pension Scheme: Established company pension scheme.
• Health & Wellness Program: Access to health & wellness and employee rewards platforms.
• Personal Development: Develop a personal development plan with your line manager, including time for learning, budget for exams, and mentorship for industry-recognised certifications.

As a 2nd Line Support Analyst, your responsibilities will include:

• Troubleshoot and Resolve: Handle Helpdesk incidents and provide hands-on support for Microsoft 365, servers, and networks.
• Configure and Upgrade: Upgrade and configure hardware, software, and related services.
• Document and Maintain: Contribute to infrastructure documentation and create knowledge base articles.
• Escalate and Assist: Act as an escalation point for Line 1 engineers and escalate tickets as needed.
• Client Interaction and Site Visits: Manage client calls and conduct site visits when required.

As a 2nd Line Support Analyst, your skills and experience will include:

• Helpdesk Experience: At least 2 years' experience on an IT Helpdesk, utilising a PSA/ITSM/CRM support tool like Autotask.
• Microsoft 365: Proficiency in OneDrive, SharePoint Online, Exchange Online, Teams, Intune, Entra ID, Entra Connect, Defender for Office 365, and Defender for Endpoint.
• Server Roles: Experience with Active Directory, Group Policy, DNS, and DHCP.
• Networking: Knowledge of LAN-based networking, cloud-managed switches like Unifi or Meraki, wireless, VPNs, and routing.
• Certifications: Completed or working towards Microsoft 365 accreditation.

Interested?

This is a fantastic opportunity to join a forward-thinking business that values innovation, collaboration, and growth. If you’re ready to apply your expertise in a role with impact and responsibility, apply today or contact Josh at Rubicon for more information.