Second-Line IT Support Analyst - Client-Facing Tech

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 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.