Level 2 IT Service Support Specialist (Hybrid & Cloud)

Gumtree

Aylesbury

Hybrid

GBP 36,000 - 44,000

Full time

14 days+

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Benefits offered by this job

Discretionary bonus (up to 15%)

Pension with employer contributions up

Life assurance 4x salary

28 days annual leave + bank holidays

Employee wellbeing support

Job summary

Gumtree in the United Kingdom is seeking a Service Support Analyst (Level 2) to provide first- and second-line IT support, focusing on incident, change, and service request management, in a hybrid working environment in Aylesbury.

You'll support Microsoft 365, Azure Virtual Desktop, Teams, Exchange Online, and more; install devices; manage user lifecycles; and monitor security controls, aiming to improve reliability and service delivery.

Qualifications

Experience supporting Microsoft Azure and Microsoft 365 environments.
Proven experience in a customer-facing IT support role.
Degree in Computer Science or related field preferred (or equivalent).

Responsibilities

Provide 1st and 2nd line IT support across incident, problem, change, and service request management (aligned to ITIL practices).
Log, prioritise, troubleshoot, and resolve technical issues; escalate to third-party providers where required.
Support and maintain Microsoft cloud technologies, including Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, and Azure Virtual Desktop.
Install, configure, and support laptops, desktops, printers, meeting room technology, and remote working setups.
Manage user lifecycle processes (joiners, movers, leavers) and system access controls.
Monitor and respond to cyber security alerts and email security controls, ensuring compliance with internal policies.
Maintain accurate hardware and software inventories.
Work closely with external IT suppliers and monitor their performance against service expectations.
Assist with technology rollouts, including user communication, training, and support.
Conduct risk assessments on incidents and escalatem issues appropriately.
Perform information security and data protection checks.
Communicate effectively with non-technical stakeholders, providing clear updates on IT services.