Graduate 2nd Line Support Analyst

Reply; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative company is looking for a Graduate 2nd Line Support Analyst to join their dynamic Support & Operations team. In this role, you will be the first point of contact for technical assistance, managing customer requests and incidents while utilizing Microsoft Azure technologies. You will have the opportunity to develop your skills in a fast-paced environment, working collaboratively with clients and technical teams. This position offers a chance to grow your career in technical support and cloud systems, making a significant impact in the healthcare sector. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• Degree in Computer Science or IT with a 2:1 or above.
• Interest in support and operations with a focus on cloud systems.

Responsibilities

• Provide technical assistance via phone, chat, email, or ticketing system.
• Collaborate with clients and technical teams to resolve incidents.

Skills

Technical Support

Microsoft Azure

SQL Databases

Communication Skills

Problem Solving

Education

Bachelor's in Computer Science

Master's in IT

Tools

Azure DevOps

Helpdesk System

Job description

Career Opportunities: Graduate 2nd Line Support Analyst (10668)

Requisition ID10668 - Posted - Experience: 1 year - Consulting - Location: Various - Job

Solidsoft Reply, a Reply Group company, specializes in developing digital healthcare solutions focusing on patient safety and closed-loop medicine management. We partner with healthcare organizations and industry leaders, helping our clients succeed through innovative solutions and our expertise in Microsoft technologies and Azure cloud platform. We are a thought leader in our field, delivering software and services via a team of highly skilled professionals. Visit us at www.solidsoft.reply.com.

Role Overview:

We are seeking a 2nd Line Support Analyst to join our Support & Operations team. Reporting to the Service Desk Manager, you will provide initial response support to customers, managing customer requests, incidents, and problems. You will monitor critical healthcare systems utilizing Microsoft Azure technologies, and communicate complex technical issues effectively with global customers and internal teams. The role involves some out-of-hours, on-call, and shift work.

Responsibilities:

• Act as the first point of contact for technical assistance via phone, chat, email, or ticketing system
• Guide users through solutions based on established procedures and knowledge articles
• Collaborate with clients, vendors, and technical teams to support and escalate incidents
• Accurately log all interactions and resolutions in the helpdesk system, ensuring professional communication with customers
• Query databases and logging tools to identify and resolve system issues
• Follow Change, Incident, and Problem Management procedures
• Contribute to technical documentation, user guides, and team knowledge sharing

Candidate Requirements:

• Bachelor's or Master's degree in Computer Science or IT, 2:1 or above

Interest in support and operations, with a desire to develop a career in technical support and cloud systems

Familiarity with application support, troubleshooting, or software development concepts

Willingness to learn Service Management processes such as Incident, Problem, and Change Management

Enthusiasm for Microsoft technologies, including Azure, Azure DevOps, and SQL databases

Strong communication skills, collaborative mindset, and commitment to excellent customer service

Logical problem solver with a passion for learning and growth in a fast-paced environment

Reply is an Equal Opportunities Employer, committed to diversity and fair recruitment practices. Please inform us of any reasonable adjustments needed during the recruitment process.