2nd Line Support Analyst - Birmingham - New

RedRock Resourcing; Birmingham; On-site; GBP 32,000 - 42,000; Full time

Job summary

RedRock Resourcing is seeking a 2nd Line Support Analyst in Birmingham to resolve complex IT issues and ensure stability of critical systems. The role requires strong experience with Microsoft 365 or Google Workspace, and Windows 11/macOS endpoint management using Intune or Jamf.

You will handle network troubleshooting (DNS/DHCP/VPN), maintain documentation, and liaise with stakeholders to deliver high-quality support within deadlines.

Qualifications

• Experience supporting Microsoft 365 or Google Workspace environments, including licensing and policy configuration.
• Experience with Windows 11 and macOS endpoint management using Intune or Jamf or equivalent.
• Experience troubleshooting LAN/WAN networking issues, including DNS, DHCP, and VPN technologies.

Responsibilities

• Resolve complex IT issues and maintain stability of critical IT systems.
• Communicate processes clearly verbally and in writing to stakeholders.
• Write procedural and/or support documentation to guide users and junior staff.
• Manage service desk tools and track tasks to meet deadlines.

Skills

Microsoft 365

Google Workspace

End-user lifecycle management

Windows 11

macOS endpoint management

Intune

Jamf

Networking (DNS/DHCP/VPN)

Tools

Intune

Jamf

Job description

2nd Line Support Analyst - Birmingham - New

A leading organisation in the Birmingham area requires a 2nd Line Support Analyst to join its growing team. The successful candidate will play a key role in resolving complex IT issues and maintaining the stability and performance of critical IT systems. Suitable candidates will have the following:

• Experience of supporting and administering Microsoft 365 or Google Workspace environments, including user lifecycle management, licensing, and policy configuration


• Proven experience with Windows 11 and macOS endpoint management using tools such as Microsoft Intune or Jamf or equivalent


• Experience troubleshooting LAN/WAN networking issues, including DNS, DHCP, and VPN technologies


• Strong stakeholder management experience with excellent relationship building skills


• Experience in project management and/or delivering tasks on time according to strict deadline


• Experience of writing procedural and/or support documentation


• Sound knowledge and experience of supporting range of IT applications, platforms and technologies


• Ability to clearly and accurately communicate processes and procedures verbally and in writing


• Experience of working accurately and confidently with service desk tools and technology

Excellent opportunity to join a market leader offering excellent career progression and development!