IT Support Analyst

vertex-it-solutions; Lancashire; On-site; GBP 27,000 - 33,000; Full time

Job summary

Vertex IT Solutions is seeking a 2nd Line Support Analyst for a 12-month fixed-term contract in Blackpool. The role starts in early September 2026 and offers a salary of £30,000, with on-site work five days a week.

You will act as escalation point for unresolved issues from the 1st Line Service Desk, perform in-depth diagnosis, and implement technical resolutions across Windows, AD, Azure, and MS 365 in a multi-vendor environment.

Qualifications

• Must have proven 2nd line IT support experience in a desk-side environment.
• Familiar with ITIL best practices.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory and Azure.
• Experience in a multi-vendor infrastructure environment.
• Experience using ITSM or ticketing tools.

Responsibilities

• Act as escalation point for issues unresolved by the 1st Line Service Desk.
• Provide in-depth diagnosis and technical resolution of IT problems.
• Carry out desk-side resolution and technical troubleshooting.

Skills

Windows OS

Microsoft 365

Active Directory

Azure

Networking basics

ITIL

Ticketing tools

Desk side support

Tools

ITSM tools

Job description

Job Description

2nd Line Support Analyst

A fixed term of 12 months, with a possibility of becoming full time.

Salary: £30,000

5 Days on site in Blackpool

Start date: beginning September 2026

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Experience within the customers related industry,

Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.

Demonstrable experience negotiating difficult situations to a successful conclusion.

Proven experience in a 2nd line IT support role within a Desk Side environment and understand ITIL best practice

Strong technical knowledge of Windows OS, Microsoft 365, Active Directory, Azure.

Understanding of basic networking concepts, including Wi‑Fi, VPNs, DNS, and TCP/IP.

Experience using ITSM or ticketing tools