We're searching for a 2nd Line IT Support Analyst for a boutique Client who specializes in providing MSP Services to businesses across the UK.

As a valued member of the Technical Support Desk Team, You will give direct telephone support to our clients, Troubleshooting their technology issues whilst assisting fellow team members with service and project delivery.

Also, you'll be working closely with other team members on exciting service and project deliveries.

Our Client is keen to help develop you, their successful team member and contribute towards professional growth by providing mentoring, individual training plans & PDRs.

Responsibilities:

* To be a confident, active member of the Technical Support Desk Team, providing efficient support to our customers

* Take ownership of technical escalation, following established escalation methods.

* Ensure all client system information is up-to-date, all technical notes are input into the ticketing system & any relevant SLAs are met.

* Provide software installation and support, including Windows 10/11, Active Directory, Windows Server, and Microsoft 365.

* Deliver Microsoft 365 migration, configuration, optimisation, and support, including AAD, Intune and Autopilot

* Creating and updating Documentation.

* Shadow Senior Engineers on client sites to get to know the staff and their IT requirements, plus attending to and resolving current support issues while deskside.

Qualifications:

* A minimum of 3 years of IT support experience, preferably in an MSP environment

* Working knowledge of a helpdesk ticketing system and experience working with SLAs

* Experience in troubleshooting technical issues such as hardware, software, networking, and connectivity

* Knowledge of Microsoft 365, Azure Active Directory, OneDrive, SharePoint, Mail Filtering

* Windows Desktop – Hardware and Software End User Support

* Networking – IP Addressing, VLANs, Routing, Firewalls, DNS, DHCP, VPNs

* Windows Server administration, Active Directory, GPo, File and Print Management.

* Good knowledge of data security and protection/Cyber Security

* Excellent troubleshooting and problem-solving skills

* Own Transport

Other fantastic Skills you may also have; are Mac OS, End Point Management (MDM/MAM), Autotask and Datto RMM, Watchguard and Draytek, and Relevant Microsoft Certifications.

Personality:

* Personable and Well-spoken

* Reliable and honest, open-minded and flexible

* Great time keeping

* Enthusiastic, ready for a challenge, and willing to learn new skills

* Able to work under pressure and your initiative

* Able to demonstrate excellent oral and written communication skills, with both technical and

* non-technical audience

* Highly organised and pay exceptional attention to detail

* Level head, calm and clear thinking

* A team player

If this position is of interest to you and you'd like to learn more about this vacancy please apply now