IT Support Analyst II: Advanced Troubleshooting & Knowledge

Scigon Solutions, Inc.; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

SCIGON is seeking an IT Support Analyst II (Level 2) to handle high-complexity issues, reduce escalations, and improve knowledge systems. You will work independently as a trusted escalation point, focusing on advanced troubleshooting, process improvement, and knowledge expansion.

The role includes contributing to device refresh initiatives and office technology rollouts. You will manage most requests with minimal supervision, following IT standards and participating in projects that enhance

Qualifications

• Proven experience in IT Support, Help Desk, Desktop Support, or related technical support role.
• Strong knowledge of operating systems, networking fundamentals, and identity management technologies.
• Demonstrated ability to work independently, manage priorities, and make sound decisions within IT standards.
• Strong troubleshooting and root-cause analysis skills.
• Excellent written and verbal communication skills.
• Experience creating technical documentation and knowledge articles.

Responsibilities

• Troubleshoot complex operating system, networking, and identity management issues.
• Resolve technical escalations from Level 1 support analysts.
• Investigate recurring incidents, identify root causes, and implement long-term solutions.
• Create and maintain Knowledge Base (KB) articles for new or unique issues.
• Identify opportunities to reduce support volume through self-service tooling and improved documentation.

Skills

OS knowledge

Networking basics

Identity management

Troubleshooting

Documentation

Communication

Job description

SCIGON is seeking an IT Support Analyst II (Level 2) to handle high-complexity issues, reduce escalations, and improve knowledge systems. You will work independently as a trusted escalation point, focusing on advanced troubleshooting, process improvement, and knowledge expansion.

The role includes contributing to device refresh initiatives and office technology rollouts. You will manage most requests with minimal supervision, following IT standards and participating in projects that enhance