2nd Line Support

2nd Line Technical Support Analyst

Rate: Up to £250 per day DOE  (Inside IR35) Location: Guildford – 4 days per week on-site

About My Technology Client

My technology client is a leading innovator in the tech space, committed to delivering exceptional IT services and solutions. They foster a collaborative environment where technical expertise and customer service excellence go hand in hand.

Role Overview

We are seeking a skilled 2nd Line Technical Support Analyst to join the IT Service Desk team. You will play a key role in resolving technical issues, supporting client-side computing, and ensuring smooth IT operations across multiple sites.

Key Responsibilities

• Take ownership of support requests through to resolution, ensuring timely follow-up and closure.
• Diagnose and troubleshoot technical issues, escalating where necessary.
• Deliver high-quality customer service with clear and proactive communication.
• Set up and rebuild laptops and desktops.
• Install and configure IT hardware and software.
• Research, recommend, and implement new IT solutions and technologies.
• Maintain accurate and up-to-date operational documentation.
• Act as the final escalation point for most incidents, reducing the need for further escalation.

Skills & Experience

• Certificate or Diploma in Computing (or equivalent).
• ITIL certification or equivalent is advantageous.
• Strong experience in diagnosing and troubleshooting technical issues.
• Good working knowledge of Windows 10/11, MECM/InTune, networking, and common applications.
• Familiarity with hardware including desktops, laptops, and soft phones.
• Understanding of virtualization technologies and their benefits.
• Ability to prioritize tasks, manage workloads, and work under pressure.
• Excellent problem-solving skills and a proactive approach to daily tasks.
• Flexible to accommodate shift and out-of-hours work when required.

If this role is of interest, please feel free to drop me an email with your CV to