Senior Service Desk Analyst

Oscar Technology; England; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Funded training and certifications

Technical mentoring and development

Clear progression into 3rd Line, Infra

Collaborative IT team

25 days leave + bank holidays

Team events and social activities

Job summary

Oscar Technology is seeking a Senior 2nd Line IT Support Analyst for a hybrid role in the UK. You will deliver advanced 2nd line support to a large user base, troubleshoot complex Windows and Microsoft 365 issues, and mentor junior engineers while contributing to IT projects.

The role covers Intune, Entra ID/Azure, Exchange, Teams and SharePoint, with strong focus on documentation and collaboration with 3rd line and security teams.

Qualifications

• 2nd Line/Desktop Support or IT Engineer experience.
• Strong troubleshooting and problem-solving skills.
• Experience supporting large user environments.
• Excellent communication and documentation.

Responsibilities

• Provide advanced 2nd line support and resolve escalated tickets within SLAs.
• Troubleshoot Windows, Microsoft 365, Active Directory and endpoint issues.
• Support Intune, Azure/Entra ID, Exchange, Teams and SharePoint.
• Troubleshoot DNS, DHCP, TCP/IP, VPN and connectivity issues.
• Support device builds, deployments, upgrades and rollouts.
• Investigate recurring issues and contribute to technical improvements.
• Maintain accurate documentation and IT records.
• Work with 3rd line, infrastructure, networking and security teams.
• Provide technical guidance to 1st line where required.

Skills

Windows 10/11

Active Directory

Group Policy

Microsoft 365

Intune & Entra ID

DNS & DHCP

Networking & VPN

PowerShell

Tools

Intune

Azure

Job description

Senior 2nd Line Support Analyst Hybrid

About the Role

We're recruiting a Senior 2nd Line IT Support Engineer for a large UK enterprise. This is a hands-on technical role supporting a large user environment, resolving escalated issues and contributing to IT projects and improvements.

There is a great role for anyone who has plans of being a manager in the future, as it is a hands-on support role, but you will gain valuable experience around mentoring more junior engineers.

Responsibilities

• Provide advanced 2nd line support and resolve escalated tickets within SLAs
• Troubleshoot Windows, Microsoft 365, Active Directory and endpoint issues
• Support Intune, Azure/Entra ID, Exchange, Teams and SharePoint
• Troubleshoot DNS, DHCP, TCP/IP, VPN and connectivity issues
• Support device builds, deployments, upgrades and rollouts
• Investigate recurring issues and contribute to technical improvements
• Maintain accurate documentation and IT records
• Work with 3rd line, infrastructure, networking and security teams
• Provide technical guidance to 1st line where required

Technical Skills

• Windows 10/11
• Active Directory & Group Policy
• Microsoft 365
• Intune & Entra ID/Azure
• DNS & DHCP
• Networking, VPN & TCP/IP
• Enterprise endpoint support
• PowerShell desirable

Experience

• Previous 2nd Line / Desktop Support / IT Engineer experience
• Strong troubleshooting and problem-solving skills
• Experience supporting large user environments
• Comfortable taking ownership of complex technical issues
• Strong communication and documentation skills

Benefits

• Hybrid working - 3 days onsite / 2 remote after probation
• Funded training and certifications
• Technical mentoring and development
• Clear progression into 3rd Line, Infrastructure, Networking or Cloud
• Collaborative and supportive IT team
• 25 days leave + bank holidays
• Regular team events and social activities