Senior 2nd Line Support Analyst

Morson Talent; Hull and East Yorkshire; On-site; GBP 45,000 - 50,000; Full time

Job summary

Morson Talent is seeking a Senior 2nd/3rd Line Support Analyst to join our Group IT team in Brough, East Riding of Yorkshire. You will provide high-quality IT support across the business, handling incidents and service requests, and assisting with infrastructure and networking issues.

Reporting to the Service Desk Team Leader, you will work on-site and support VIP users, while applying ITIL practices and delivering continuous improvement to IT services.

Qualifications

• Experience in IT support or service desk at 2nd/3rd line level.
• Knowledge of Windows and Microsoft 365 administration.
• Understanding of TCP/IP, DNS and DHCP networking.

Responsibilities

• Provide high quality IT support across the business.
• Manage incidents and service requests via the Service Desk.
• Troubleshoot hardware, software and mobile device issues.
• Support VIP users and deliver onsite support when required.
• Build and configure laptops, desktops and mobile devices.
• Assist with infrastructure, networking and connectivity issues.
• Collaborate with IT teams to resolve complex problems.
• Contribute to ongoing IT service improvements.

Skills

IT support

Incident management

Windows

Microsoft 365

Networking basics

ITIL

VPN/DNS/DHCP

Laptop/desktop build

Communication

Problem solving

Teamwork

Cisco/Fortinet/Meraki

Tools

Cisco

Fortinet

Meraki

Rubrik

Microsoft 365

Job description

Brough, East Riding of Yorkshire - 5 days per week on site

Up to £45-50k DOE + benefits

We're looking for a Senior 2nd/3rd Line Support Analyst to join our Group IT team. Reporting to the Service Desk Team Leader, you'll play a key role in supporting colleagues across the business while developing your technical expertise across infrastructure, networking and enterprise technologies.

What You'll be Doing

• Providing high-quality IT support across the business
• Managing incidents and service requests through the Service Desk platform
• Troubleshooting hardware, software and mobile device issues
• Supporting VIP users and delivering onsite support when required
• Building and configuring laptops, desktops and mobile devices
• Assisting with infrastructure, networking and connectivity issues
• Working closely with wider IT teams to resolve complex technical problems
• Contributing to the continuous improvement of IT support services
• Previous experience in an IT Support, Service Desk or 2nd/3rd Line Support role
• Demonstrable knowledge of ITIL principles and best practices, with experience applying ITIL processes in an IT support or service management environment.
• Good knowledge of Windows and Microsoft 365
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP
• Experience troubleshooting infrastructure and connectivity issues
• Strong communication and customer service skills
• A proactive, can-do attitude with excellent problem-solving skills
• Ability to work independently and collaboratively within a team
• Switch administration and network troubleshooting
• Firewall and security technologies
• Cisco, Fortinet, Meraki or Rubrik technologies