2nd Line Technical Support Analyst - Contractor

Surrey Satellite Technology Ltd (SSTL); Greater London; On-site; GBP 40,000 - 65,000; Full time

Job summary

An established industry player in aviation and aerospace is seeking a skilled 2nd Line Technical Support Analyst. In this role, you will be responsible for resolving technical issues, supporting internal users, and enhancing IT solutions. With a focus on customer service, you will work collaboratively to diagnose problems and implement improvements. The ideal candidate will have extensive experience in IT support and a passion for technology. This is an exciting opportunity to contribute to a dynamic team and advance your career in a fast-paced environment.

Qualifications

• At least 5 years in a 2nd line or senior 2nd line role.
• Experience supporting hardware and cloud applications like M365.

Responsibilities

• Perform 2nd line support for IT Service Desk across multiple sites.
• Ownership of requests and ensure high-quality service to customers.
• Install, configure, and support IT hardware and software.

Skills

Windows 10

MECM/InTune

Networking

Troubleshooting Hardware

Virtualization (including VDI)

Excellent Communication Skills

Education

Certificate or Diploma in Computing

ITIL or Equivalent Qualifications

Job description

2nd Line Technical Support Analyst - Contractor

Join to apply for the 2nd Line Technical Support Analyst - Contractor role at Surrey Satellite Technology Ltd (SSTL).

Role Overview: Responsible for the successful resolution of tickets assigned to the Service Desk Technical Team and support for all client computing. Support and develop the team to a senior level.

This role sits inside IR35.

Key Responsibilities

• Perform 2nd line functionality for the IT Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users across multiple sites.
• Ownership of requests through to resolution, following up and closing as necessary.
• Diagnosis and troubleshooting of assigned tickets to resolution, reducing the need for escalation.
• Provide high-quality service to customers, ensuring effective communication.
• Install, configure, and support IT hardware and software.
• Research, recommend, plan, develop, and implement new IT solutions and technologies.
• Identify inefficiencies and suggest improvements.
• Assist with trend analysis to discover root causes.
• Keep operational documentation up to date.
• Deputise for the IT Service Delivery Manager as required.
• Support the Out of Hours service on a rota basis.

Person Specification

• Qualifications: Certificate or Diploma in computing (or equivalent). ITIL or equivalent qualifications are an advantage.
• Experience: At least 5 years in a 2nd line or senior 2nd line role, supporting hardware, cloud applications (e.g., M365), and broad technical applications.
• Skills: Good knowledge of Windows 10, MECMInTune, networking, troubleshooting hardware, virtualization (including VDI), and excellent communication skills.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Aviation and Aerospace Component Manufacturing