IT Support Analyst- 2nd Line

Gateley; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a proactive 2nd Line Support Analyst to join their dynamic IT department. This role involves providing technical support, mentoring junior staff, and ensuring excellent customer service. With a focus on continuous improvement, you will have the opportunity to work across various sites, tackle technical challenges, and contribute to a collaborative team environment. The company offers a competitive remuneration package and a commitment to diversity and inclusion, making it an exciting place to advance your career in IT support.

Benefits

Annual leave

Cycle to work scheme

Health care

Pension

Learning and development opportunities

Qualifications

• In-depth knowledge of software and technical platforms.
• Ability to resolve incidents and requests raised to the Service Desk.

Responsibilities

• Serve as a technical escalation point for the 1st Line Team.
• Support and mentor 1st line analysts and apprentices.
• Provide excellent customer service and comply with company policies.

Skills

Microsoft Windows & Windows Server

Microsoft Active Directory

Microsoft O365

Networking (TCP/IP, DNS, DHCP, VPN)

Mobile Device Management

Workstation/Laptop hardware

Telephony

Email Security (Mimecast)

Printers/Copiers

Understanding of security threats in IT

Job description

Gateley Birmingham, England, United Kingdom

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Gateley Birmingham, England, United Kingdom

Join to apply for the IT Support Analyst- 2nd Line role at Gateley

role

About The Role

The role

As a 2nd Line Support Analyst, you will be expected to have in-depth knowledge of the software and technical platforms that make up Gateley IT services, as well as how IT is consumed by end users within Gateley. You will be able to resolve most incidents and requests raised to the Service Desk and serve as a point of escalation for the 1st Line Team.

The successful candidate will be responsible for:

• Technical escalation point
• Desk side and remote support
• Identify trends and potential problems and respond proactively
• Support and mentor 1st line analysts and apprentices
• Provide support at other Gateley sites as required
• Provide out of hours on-call support for the business
• Provide excellent customer service
• Comply with company policies and procedures
• Use, maintain, and create knowledge documents in the Service Management platform

The above description is not exhaustive; the role may involve other ad hoc tasks as needed.

The team

Gateley Plc has a dynamic and collaborative IT department, growing to 55 staff across IT Service, Infrastructure, Architecture, Security, Change Management, Development, Innovation, and Client Solutions. The IT Service Delivery team includes 19 members across Birmingham, London, Manchester, Leeds, and Guildford, providing deskside and remote support for IT queries, managing tickets, and ensuring effective service delivery.

The person

To succeed in this role, you should demonstrate attributes aligned with Gateley's values:

• Ambitious for Success: Willingness to learn, support junior colleagues, and be proactive with strong organizational skills and attention to detail.
• Room to Breathe: Ability to prioritize workload, work under pressure, and communicate technical issues confidently.
• Forward Thinking: Support continuous improvement and show a proactive attitude.
• Trusted to Do: Customer-focused attitude, empathy, diplomacy, and ability to work independently or remotely.

Technical Competencies

Required technical skills include:

• Microsoft Windows & Windows Server
• Microsoft Active Directory
• Microsoft O365
• Networking (TCP/IP, DNS, DHCP, VPN)
• Mobile Device Management and configuration
• Workstation/Laptop hardware
• Telephony
• Email Security (Mimecast)
• Printers/Copiers
• Data Rooms
• Understanding of security threats in IT

About Us

Gateley offers a competitive remuneration package, learning and development opportunities, and a comprehensive benefits package including annual leave, cycle to work, health care, pension, and more. We foster a diverse, inclusive, and flexible work environment, recognized for our diversity and inclusion standards.

Additional Information

Pre-employment screening will be conducted for successful applicants, including eligibility, qualifications, criminal records, financial stability, and references, relevant to the role.