2nd Line IT Support

XMA; Nottingham; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a 2nd Line IT Support Analyst in Nottingham. This role offers the opportunity to be the first point of contact for customers with IT issues, utilizing your skills in Microsoft Active Directory and network infrastructure. You'll thrive in a dynamic environment, logging incidents and requests while ensuring excellent customer service. With a commitment to diversity and inclusion, this firm fosters an inclusive workplace where your contributions will make a real impact. If you're passionate about technology and customer service, this is the perfect opportunity to grow your career.

Benefits

Private Healthcare

Pension

25 days holiday rising to 30

Group life insurance

Income protection

Gym Discounts

Free Fuel Fridays

Employee of the Quarter

Employee Referral program

Qualifications

• 2 years of experience in IT support or similar technical role.
• Strong knowledge of Microsoft Active Directory and network infrastructure.

Responsibilities

• First point of contact for customers with IT-related issues.
• Logging technical incidents and requests, resolving them per SLAs.

Skills

Microsoft Active Directory

Customer Service

Network Infrastructure

ServiceNow

Tools

ServiceNow

Job description

Job Title: 2nd Line IT Support

Salary: GBP26,000 - GBP28,000 per annum

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, Income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program

Location: Nottingham (Hybrid after training)

Do you have customer service experience within a helpdesk environment and love solving IT issues? Are you currently a 1st Line Support Engineer but handling 2nd line queries with ease? Do you thrive on delivering results and fixing problems? If so, we may have the role for you!

Established in the 80s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage, serving a diverse customer base across the public and private sectors.

We win awards for our ability to help organizations and users achieve more with technology. We specialize in realizing individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes, collaborating closely to bring positive impact home.

We are currently looking for a 2nd Line Support Analyst to join us at our Nottingham site. You will be the first point of contact for customers with IT-related issues, receiving these through our ticket system, calls, or emails.

Job Specification: 2nd Line Support Analyst

1. Sitting within the helpdesk team at our Nottingham offices, you will be the first point of contact for our customers.
2. Logging all technical incidents and requests (via phone or email), resolving them to the best of your ability in accordance with our service level agreements.
3. Taking full ownership of tickets to ensure consistent communication with customers regarding their queries.
4. Acting as a service representative for assigned services, particularly maximizing the capabilities of technical analysts and L2 support analysts to resolve incidents and requests.

Requirements: 2nd Line Support Analyst

1. Approximately 2 years of experience in an IT support or similar technical role, specifically on a helpdesk.
2. Strong knowledge of Microsoft Active Directory users and computer group policy.
3. Strong knowledge of network infrastructure; CCNA certification is preferred.
4. Experience with ServiceNow or other ITSM tools is advantageous.
5. Excellent customer service skills and comfort in being on the phone most of the day.

We believe in fostering an inclusive environment where employees feel encouraged to share their perspectives, leverage their strengths, and act authentically. We recognize that diverse teams are strong teams and welcome applicants from all backgrounds and experiences.

We are proud to be an equal opportunity employer committed to diversity and inclusion. Qualified applicants will be considered without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran or military status, or any other protected status.

As a Level 2 Disability Confident Employer, we ensure reasonable accommodations are provided to enable full participation in the application and interview process. If you require such accommodations, please contact us at our email (url removed).