Second Line Support Analyst

Kinetech; Essex; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Kinetech in Billericay (Essex) is hiring a Technical Support Analyst for a hybrid role with 4 days in the office and 1 day at home. Hours are 8-5 or 9-6 with rota flexibility. The role focuses on 2nd line support with opportunities to advance to 3rd line and server tasks.

You will own incidents and service requests, build devices with Intune/PowerShell, manage accounts, deploy Microsoft 365 apps, troubleshoot SQL-based apps and APIs, and help adopt new technologies in a fast-paced environment.

Qualifications

• Prior experience in 2nd Line roles where you will be expected to trouble shoot and resolve software and hardware issues, not just triage the problem.
• Strong troubleshooting skills with Windows operating systems.
• Confident communicator across phone, email, and face‑to‑face.
• Customer‑focused, adaptable, and comfortable working in a fast‑changing setting.
• Able to prioritise and manage multiple tasks.
• Strong working knowledge of M365, Admin Centre Management for Teams, Exchange and SharePoint, and Azure, Active Directory, Intune.
• Understanding of ITIL or similar IT Service Management frameworks.

Responsibilities

• Take ownership of incidents and service requests, ensuring timely resolution
• Build hardware – laptops, tablets, phones, using Intune and Powershell.
• Manage user accounts, permissions, onboarding, and offboarding
• Install, configure, and maintain end‑user software, and applications – This includes Microsoft Applications such as Teams, Exchange, SharePoint, and other business applications which are SQL based.
• Troubleshooting SQL based applications and API’s.
• Policy and App deployment.
• Contribute to the IT knowledge base and share best practices
• Assist with the adoption and support of new technologies

Skills

2nd line support

Troubleshooting

Communication

Prioritisation

Customer focus

Tools

Intune

PowerShell

Azure Active Directory

SharePoint Admin

Job description

Billericay | Hybrid working, 4 days in office and 1 at home

Hours: 8-5 or 9-6, rota or preference is fine.

A growing organisation is seeking a Technical Support Analyst to join its busy IT Support team. This is an excellent opportunity for someone who thrives in a fast‑paced environment and enjoys delivering high‑quality technical support to users across the business in a varied role.

The Role

• With first line tasks largely automated, this role is focused on 2nd Line Support with some 3rd Line and Server support for those able or wishing to step up.

You will be expected to:

• Take ownership of incidents and service requests, ensuring timely resolution
• Build hardware – laptops, tablets, phones, using Intune and Powershell.
• Manage user accounts, permissions, onboarding, and offboarding
• Install, configure, and maintain end‑user software, and applications – This includes Microsoft Applications such as Teams, Exchange, SharePoint, and other business applications which are SQL based.
• Troubleshooting SQL based applications and API’s.
• Policy and App deployment.
• Contribute to the IT knowledge base and share best practices
• Assist with the adoption and support of new technologies

About You

• Prior experience in 2nd Line roles where you will be expected to trouble shoot and resolve software and hardware issues, not just triage the problem.
• Strong troubleshooting skills with Windows operating systems
• Confident communicator across phone, email, and face‑to‑face
• Customer‑focused, adaptable, and comfortable working in a fast‑changing setting
• Able to prioritise and manage multiple tasks
• Strong working knowledge of M365, Admin Centre Management for Teams, Exchange and SharePoint, and Azure, Active Directory, Intune
• Understanding of ITIL or similar IT Service Management frameworks

Please apply today for immediate CV review.