Second Line IT Support Analyst

Synergize Consulting Ltd; East Grinstead; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Synergize Consulting Ltd is seeking a Second Line IT Support Analyst on a contract basis to join a leading technology client team in the UK. The role focuses on hands-on, client-facing support with responsibility for resolving issues and ensuring reliable IT environments.

You will quickly assess situations, manage incidents through to resolution, and communicate clearly with clients while following established SLAs.

Qualifications

• Proven experience in a 1st/2nd line IT support or helpdesk role within a client-facing environment.
• Strong experience working closely with clients and end users.
• Good knowledge of client hosting processes and hosted IT environments.
• Strong troubleshooting and problem-solving skills.
• Ability to quickly understand an issue, assess priorities and determine an appropriate solution.
• Calm and professional approach with demanding or time-sensitive situations.
• Excellent written and verbal communication skills.
• Ability to manage multiple tickets, priorities and clients simultaneously.
• Good knowledge of Microsoft environments (Microsoft 365, Windows) and Active Directory/Entra ID.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs).
• Experience working to SLAs and ITIL-based support processes.
• Attention to detail and ownership.

Responsibilities

• Provide 1st and 2nd line technical support to a range of clients.
• Take ownership of incidents and service requests through to resolution.
• Troubleshoot and resolve hardware, software, networking and Microsoft technologies.
• Escalate complex issues while retaining ownership and informing the client.
• Communicate clearly with clients at all times.
• Follow client-specific support processes, procedures and SLAs.
• Assist with user onboarding, offboarding and account administration.
• Support client-hosted environments and related troubleshooting.
• Monitor and respond to alerts, incidents and service issues as required.
• Maintain accurate documentation and update ticketing systems with technical notes.
• Collaborate with the wider technical team and share knowledge.
• Identify recurring issues and contribute to process improvements.

Skills

Client-facing

Troubleshooting

Microsoft 365

Windows

Active Directory/Entra ID

Networking basics

ITIL

Documentation

Multi-ticket management

Communication skills

Tools

Microsoft 365

Windows

Active Directory

Entra ID

DNS

DHCP

VPNs

Job description

Synergize Consulting are now hiring for a Second Line IT Support Analyst to work at a leading technology client of ours on a contract basis.

The successful candidates will work in a hands-on, client-facing role, being responsible for resolving technical issues, supporting end users, and working closely with clients to ensure their IT environments remain reliable and secure.

You’ll need to be someone who is comfortable working at pace, can quickly assess a situation and determine the best course of action, and isn't afraid to think on your feet when faced with unfamiliar or complex issues.

Key Responsibilities

• Provide 1st and 2nd line technical support to a range of clients.
• Take ownership of incidents and service requests through to resolution.
• Troubleshoot and resolve hardware, software, networking and Microsoft technologies.
• Escalate complex issues appropriately while retaining ownership and keeping the client informed.
• Work directly with clients, providing clear and professional communication at all times.
• Follow client-specific support processes, procedures and SLAs.
• Assist with user onboarding, offboarding and general account administration.
• Support client-hosted environments and understand the processes involved in maintaining and troubleshooting hosted services.
• Monitor and respond to alerts, incidents and service issues where required.
• Maintain accurate documentation and update ticketing systems with clear technical notes.
• Work collaboratively with the wider technical team, sharing knowledge and assisting with escalated issues.
• Identify recurring issues and contribute to improvements in support processes and client experience.

Experience required:

• Proven experience in a 1st/2nd line IT support or helpdesk role within a client-facing environment
• Strong experience working closely with clients and end users.
• Good knowledge of client hosting processes and hosted IT environments.
• Strong troubleshooting and problem-solving skills.
• The ability to quickly understand an issue, assess priorities and determine an appropriate solution.
• A calm and professional approach, particularly when dealing with demanding or time-sensitive situations.
• Excellent communication skills, both written and verbal.
• The ability to manage multiple tickets, priorities and clients simultaneously.
• Good knowledge of Microsoft environments, including Microsoft 365, Windows and Active Directory/Entra ID.
• A strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs.
• Experience working to SLAs and ITIL-based support processes.
• Excellent attention to detail and a strong sense of ownership.