2nd Line IT Support Analyst

2nd Line IT Support Analyst

Working with a well-known and public-facing organisation of circa 500 IT end-users, you'll be part of a small team supporting end-users and resolving technical issues spanning all end-user-computing, infrastructure, business systems, telephony etc across multiple sites. You will be working within a small and friendly IT team of very capable people, as the sole 2nd Line Support Analyst dealing with tickets escalated from 1st line, with the support of a 3rd line Infrastructure team as an escalation point.

Core responsibilities:

• Provide technical IT support - both remotely and physically
• Support projects as required, such as a current laptop build and deployment project
• Ensuring that issues are being resolved in accordance to SLA's and service excellence is upheld
• Collaborate with 3rd parties when required, ensuring all problems are dealt with swiftly
• Receive and manage calls from internal staff via telephone, email and ITSM tool when required
• Take ownership of user problems, follow up the status of problems on behalf of the user and communicate progress in a timely manner and escalate when necessary

Minimum required skills and experience

• Previous experience working in a 2nd line role or higher
• Experience supporting Microsoft Windows Server based Infrastructure
• Experience with Windows 10, Office 365, Active Directory
• Basic networking knowledge (DHCP, DNS, TCP/IP)
• Printer management and support
• Setup and administration of endpoints (laptops, desktops, mobile phones, tablets)
• Mobile Device Management (MDM) tools
• ITIL (knowledge of Incident Management, Change Management etc)
• Citrix experience desirable, but not essential (basic level - shutting down sessions, assigning users etc)
• Possess a positive can-do attitude and be able to communicate with users of all different technical levels

Great place to work. A low-stress IT Support position in a great team, with friendly end-users. Potentially a long-term contract opportunity.

Standard working hours are between 8:30am - 17:30pm, however this is flexible.
No on-call/out-of-hours requirement.
Must be available to work over Christmas (not Christmas Day or Boxing Day).

Must be available to start immediately.
Initial 3 month contract. Likely extension/longevity.

Location is Central Birmingham. Flexible working/work-from-home, with at least two days in the office and occasional travel to other sites.

Paying up to £200p/d depending on experience.
Off-payroll working rules apply to this engagement (i.e. it is "inside of IR35). Note; this is the gross daily budget for resource, from which will be deducted employers liabilities (Employers NI, Apprenticeship levy). You will be paid the net amount, minus your employee liabilities which will be deducted and paid on your behalf (Employee NI, Income Tax etc).