2nd Line Technical Support Analyst

Carden IT Services Ltd; Brighton; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible hours

Remote work option

Learning & development

Job summary

Carden IT Services is seeking an IT Help Desk Analyst based at our Brighton base, with 2+ years in a similar role. You will respond to calls and tickets, assist with installations and maintenance, and support SMEs across the UK on IT and telecoms products and services.

The role offers flexible remote working options and a focus on learning and development, with a path to grow within a fast-growing IT company.

Qualifications

• 2+ years experience in a similar help desk role.
• Experience responding to calls and tickets for IT installations and maintenance.
• Familiarity with Windows OS, Office 365 licensing and migrations is preferred.
• Microsoft qualifications are beneficial but training provided; self-learning essential.

Responsibilities

• Answer calls and tickets to resolve IT issues remotely or on-site in Brighton area.
• Assist with installations, maintenance, and project work for SME clients across the UK.
• Provide high-quality customer support and ensure timely problem resolution.
• Work within a team to deliver reliable IT and telecoms services with a focus on first-time fixes.

Skills

Telephone etiquette

Attention to detail

Problem solving

Time management

Customer support

IT troubleshooter

Education

Microsoft qualifications beneficial

Tools

Active Directory

Office 365

VMware ESXi

DNS/DHCP

Firewall basics

Job description

If you need to discuss your requirements with us, give us a call or fill out the contact form.

Please note: you are required to live in or be able to travel to Sussex for this role. Please do not apply if you are further away.

The company has an excellent opportunity for someone with previous help desk experience and is eager to further develop their career within the IT industry. Working as part of a team you will join a fast-growing busy IT Company that provide technical support services to SMEs throughout the UK on IT and telecoms products and services. In this role, you will respond to phone calls and tickets covering the installations and maintenance of the company’s growing client base, as well as work on IT projects.

Required Knowledge & Skills

• Friendly and responsive telephone manner
• Excellent attention to detail
• Ability to solve problems under pressure, prioritising effectively
• Excellent timekeeping
• Good first-time fix rate
• The successful applicant will be someone who has good experience in solving I.T related problems with at least 2 years in a similar position
• Microsoft qualifications are beneficial although not a necessity. Training will be provided; however in order to be successful in this role, self-learning is essential

Required Experience

• Microsoft Operating Systems (desktop and server 2016 upwards)
• Office 365 (licensing, setup, migration)
• VMware Esxi/VCentre Server
• Active Directory, Group Policy, DNS, DHCP etc
• VPNs, Router and Firewalls
• Networking – WAN, LAN, Security, SSL, IP Routing, Switching
• Anti-Virus platforms such as Trend Micro
• Backup solutions (Veeam Backup and Replication, Datto)

What To Expect

• Flexible and remote working.
• A company culture to promote work/life balance.
• Commitment from us for continued learning and development.
• Option to work 4 or 5 days a week, 35 hours in total.
• You will provide technical support from the our primary base in Brighton.
• Choice of 30 minutes or 1 hour lunch, to finish earlier.
• 22 days holiday, plus bank holidays, 2 days taken at Christmas. Plus birthdays off.
• 5+ years plus an extra day, up to a total of 27 days.

Summary

• You will provide technical support from our primary base in Woodingdean Business Park, Brighton.
• An excellent telephone manner is essential and although you will not be customer-facing you must be smart and presentable.
• The successful applicant will be someone who has good experience in solving I.T related problems with at least 2 years in a similar position.
• Microsoft qualifications are beneficial however not a necessity. Training will be provided; however in order to be successful in this role, self-learning is essential.

Carden IT Services is a trusted IT services provider with offices in Sussex, London, and New York. Our team brings together experienced specialists across multiple disciplines, delivering reliable, first-class IT solutions that help businesses operate securely, efficiently, and with confidence.

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Also serving the US: Carden IT Services LLC