Hybrid: 2nd Line IT Support Analyst

VOYAGE CARE; Newcastle-under-Lyme; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading care provider in Newcastle-under-Lyme is seeking a 2nd Line IT Support Analyst to provide high-quality technical support to staff. The successful candidate will be responsible for managing ticket escalations, providing both remote and on-site assistance. Candidates should have previous experience in a similar role, demonstrate strong technical skills, and be able to communicate effectively with users. This role requires office attendance 2-3 times per week, offering a dynamic work environment with opportunities for professional development.

Qualifications

• Previous experience in a 2nd line IT support or similar technical support role.
• Strong understanding of computer hardware and operating systems.
• Experience managing user accounts and permissions in Active Directory.
• Knowledge of networking concepts like TCP/IP and DNS.
• Awareness of cybersecurity best practices.

Responsibilities

• Deliver high-quality second-line technical support to staff.
• Manage ticket escalations from the 1st Line Support team.
• Provide technical assistance both remotely and on-site.
• Accurately log support calls in the helpdesk ticketing system.
• Identify and report potential cybersecurity risks.

Skills

Technical Proficiency

Customer Service Skills

Problem-Solving

Strong understanding of hardware & software

Education

IT certifications (e.g., CompTIA A+, Microsoft Certs)

Tools

Active Directory

Remote support tools

Ticketing systems

Job description

A leading care provider in Newcastle-under-Lyme is seeking a 2nd Line IT Support Analyst to provide high-quality technical support to staff. The successful candidate will be responsible for managing ticket escalations, providing both remote and on-site assistance. Candidates should have previous experience in a similar role, demonstrate strong technical skills, and be able to communicate effectively with users. This role requires office attendance 2-3 times per week, offering a dynamic work environment with opportunities for professional development.