2nd Line Application Support Analyst

Primary Purpose: Maintain and enhance hardware, software, and policing systems within a Windows environment.

Key Responsibilities:

• Provide professional, customer-focused 2nd line support and manage escalated tickets.
• Implement system changes, upgrades, and migrations; conduct testing before live deployment.
• Deploy approved hardware/software and maintain accurate IT asset records.
• Support a portfolio of applications and assist in incident/problem resolution.
• Maintain knowledge documentation for team resilience and knowledge sharing.
• Collaborate with internal teams and external partners for swift resolution of issues.
• Assist in scheduling, testing, and executing software releases.

Essential Skills/Experience:

• 1st/2nd line support experience in Windows environments.
• Strong problem-solving, organizational, and prioritization skills.
• Excellent customer service, communication, and documentation abilities.
• Ability to work under pressure, flexible, self-motivated, and team-oriented.

Desirable Skills:

• Experience improving workplace systems and IT functionality.
• Proficiency with Active Directory, Powershell, Remote Desktop, Registry Editor, and Microsoft Office.
• Knowledge of Windows Server, virtual servers, and automation tools (PDQ, SCCM, Intune, scripting).
• Familiarity with Change Management processes.