Senior 2nd Line IT Support Analyst

Voyage Care; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

A national care provider is seeking a 2nd Line IT Support Analyst in Stoke-on-Trent to deliver high-quality support to staff. Responsibilities include managing ticket escalations, troubleshooting hardware and software issues, and maintaining IT infrastructure. The ideal candidate should have experience in technical support, strong problem-solving skills, and a solid understanding of IT systems. This full-time position offers opportunities for professional development and requires a commitment to enhancing IT service quality.

Qualifications

• Previous experience in a 2nd line IT support or similar technical support role within a service desk environment.
• Strong understanding of computer hardware, operating systems including Windows 10/11.
• Experience managing user accounts and permissions in Active Directory and Entra ID.

Responsibilities

• Deliver high-quality second-line technical support to staff, ensuring prompt responses and regular updates.
• Manage ticket escalations from the 1st Line Support team by applying advanced technical knowledge.
• Escalate unresolved incidents to engineering teams and ensure all troubleshooting steps are documented.

Skills

Troubleshooting

Customer Service

Documentation

Problem Solving

Technical Support

Education

IT Certifications (e.g., CompTIA A+, Microsoft Certs)

Tools

Active Directory

Remote Support Tools

Ticketing Systems

Job description

A national care provider is seeking a 2nd Line IT Support Analyst in Stoke-on-Trent to deliver high-quality support to staff. Responsibilities include managing ticket escalations, troubleshooting hardware and software issues, and maintaining IT infrastructure. The ideal candidate should have experience in technical support, strong problem-solving skills, and a solid understanding of IT systems. This full-time position offers opportunities for professional development and requires a commitment to enhancing IT service quality.