2nd - 3rd Line Support Analyst


MV / 2nd Line 423682


2nd Line Support / Helpdesk, 3rd Line Support / Helpdesk, Helpdesk Manager, Support and Training, Systems / Support Analyst


£30,000 to £33,000 Per Annum


+ Bens


Fulham, London

Contract Type:


We specialise in the recruitment of high quality candidates in the IT support sector. We have an excellent opportunity for a 2nd - 3rd Line Support Analyst to join a managed services provider, specialising in virtual private cloud solutions and public cloud solutions.

They also provide internet connectivity, telephony and remote / on-site support to our client base who have offices around the world. As a 2nd/3rd Line IT Support Analyst, you will join an enthusiastic and vibrant team of other Support Analysts.

In order to be suitable for this position you must have proven experience working in a 2nd - 3rd Line Support Analyst / System Administrator or similar role covering desktop, server, networking, application support and administration. Applicants who have obtained industry standard certifications such as Microsoft MCSA or Cisco CCNA will be highly desirable.

2nd - 3rd Line Support Analyst’s Core Duties

  • Providing support to our clients both remotely (mainly) and on-site.
  • Diagnosing and resolving technical issues in a confident manner
  • Confident, clear and professional telephone manner

2nd - 3rd Line Support Analyst’s ESSENTIAL Requirements

  • Excellent customer facing and interpersonal skills
  • Strong Knowledge and ability to troubleshoot desktops and resolve issues on Windows / OSX client machines
  • At least 1-2 years prior experience in a similar role
  • Experience using ITIL service desk software to manage support workloads
  • Provide guidance and support to 1st line engineers and handle any escalations including overflow of support calls and work loads
  • Experience managing Active Directory, DNS, DHCP, Group Policies
  • Experience with Windows Server 2012/2016/2019 builds and troubleshooting
  • Good understanding of networking (subnetting, DHCP, firewalls, VPN)
  • Experience using Office 365 services and migrations
  • Experience using an antispam filtering service
  • Knowledge of Panda Antivirus AD360 or similar
  • Experience installing and troubleshooting network printers
  • Experience supporting VC solutions (Skype, Teams, Zoom, WebEx)
  • Knowledge of VEEAM Backup
  • knowledge managing virtual machines on VMWare and Hyper-V including resource management
  • Experience working within an MSP
  • Knowledge of Ubiquiti devices including WiFi, Switch & CCTV solutions

2nd - 3rd Line Support Analyst’s Advantageous, not essential Requirements

  • Degree-level qualification and / or Microsoft Certified e.g. MCDST
  • Management and troubleshooting of on-premise MS Exchange installations
  • Gamma/Horizon VOIP phone solution
  • Knowledge of Sophos hard drive encryption
  • Knowledge of hardware and software procurement
  • Some understanding of SLA’s/contracts and liaising/negotiating with suppliers
  • Linux systems: RHEL/CentOS/Debian/Ubuntu
  • Cisco ASA/VPN Firewall configuration & support of VPN remote/site to site

Are you enthusiastic about the 2nd - 3rd Line Support Analyst’s job? Send us your CV in word format today