Hybrid 2nd Line IT Support Specialist

Voyage Care; Stafford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A support services organization based in the UK is seeking a 2nd Line IT Support Analyst to provide high-quality technical support. The role involves managing escalated tickets, resolving complex technical issues, and contributing to service improvements. Candidates should have experience in a similar technical support role, a strong understanding of hardware and network concepts, and familiarity with support tools. Professional development is encouraged, making this a great opportunity for those looking to enhance their skills.

Qualifications

• Previous experience in a 2nd line IT support or similar role.
• Strong understanding of Windows 10/11 and common applications.
• Experience managing user accounts in Active Directory.
• Ability to diagnose and resolve escalated incidents.

Responsibilities

• Deliver high-quality second-line technical support.
• Manage ticket escalations applying advanced technical knowledge.
• Escalate unresolved incidents to engineering teams.
• Provide technical assistance both remotely and on-site.
• Maintain and support IT infrastructure systems.

Skills

Technical troubleshooting

Customer service skills

Problem-solving

Documentation

Networking concepts

Cybersecurity awareness

Education

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

Tools

Remote support tools

Ticketing systems

Job description

A support services organization based in the UK is seeking a 2nd Line IT Support Analyst to provide high-quality technical support. The role involves managing escalated tickets, resolving complex technical issues, and contributing to service improvements. Candidates should have experience in a similar technical support role, a strong understanding of hardware and network concepts, and familiarity with support tools. Professional development is encouraged, making this a great opportunity for those looking to enhance their skills.