2nd Line Technical Support Analyst

ZipRecruiter; Gerrards Cross; On-site; GBP 32,000 - 37,000; Full time

Job summary

A leading UK company is seeking a 2nd Line Technical Support Analyst to join their experienced technical team. This fast-paced, office-based role involves providing second-line support to clients and maintaining critical software systems. Ideal candidates will have at least 2 years of experience and an IT qualification, demonstrating strong technical skills and excellent communication abilities.

Qualifications

• Minimum 2 years' experience in 2nd line technical support.
• IT qualification or degree required.
• Self-motivated and able to work independently.

Responsibilities

• Handle incoming support calls and tickets, responding within agreed SLAs.
• Troubleshoot application and technical issues using SQL, Windows OS, and database tools.
• Deliver remote training sessions and provide onboarding support.

Skills

Communication

SQL

Windows

Remote Access

Education

IT qualification or degree

Tools

Jira

Job description

Job DescriptionJob Title: 2nd Line Technical Support Analyst
Hours: 35 Hours Per Week
Type: Permanent
Location: Buckinghamshire, Gerrards Cross, SL9
(100% office-based - CandidateMUSTbe able to drive and live under 45 mins away)
Salary: 32,000 – 37,000
We’re seeking a Technical Support Analyst to join our clients experienced technical team. You will be providing 2nd line support to Local and international clients, helping to maintain and optimise mission-critical software systems. This is a fast-paced, phone-based support role requiring a proactive and technically confident individual.
Key Duties and Responsibilities:

• Handle incoming support calls and tickets, responding within agreed SLAs




• Troubleshoot application and technical issues using SQL, Windows OS, and database tools




• Escalate unresolved problems to the development team and follow through to resolution




• Use Jira to manage and close support issues




• Install and configure applications for new clients




• Deliver remote training sessions and provide onboarding support




• Test bug fixes before release to customers




• Contribute to continuous improvement in support processes

Essential Skills & Experience:

• IT qualification or degree (required – not negotiable)




• Minimum 2 years' experience in 2nd line technical support
  




• Strong communication and phone-based support skills




• Confident working with SQL, Windows, and databases




• Familiarity with Jira or other ticketing tools




• Experience using remote access tools for support




• Self-motivated, fast learner who works well independently




• Stable work history – we’re looking for longevity and commitment

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to [e-mail]