2nd Line Support Analyst - MSP Enhanced DBS

2nd Line Support Analyst - MSP experience essential

Location: High Wycombe | Hybrid | Enhanced DBS Required

Mon-Fri, Shifts between 08:00 and 18:00 – 7.5 hours a day

Hybrid working - Office (3 days) / home (2 days)

We are seeking an experienced and customer-focused 2nd Line Support Analyst to join our growing IT support team. Reporting to the Helpdesk Team Leader, you will provide high-quality technical support to a diverse client base, resolving and progressing IT issues while delivering excellent customer service.

Key Responsibilities

• Manage and resolve 2nd line support tickets within agreed SLAs.
• Provide remote support to end users via phone, email, and ticketing systems.
• Troubleshoot Microsoft 365, Azure/Entra, Windows Server and Desktop environments.
• Escalate complex issues to 3rd Line Support when required.
• Work with networking, virtualisation, cybersecurity, backup, and antivirus technologies.
• Identify recurring issues and contribute to service improvements.
• Mentor junior team members and share technical knowledge.

Requirements

• Minimum 18 months' experience in an IT support role.
• Strong knowledge of Microsoft Server and Desktop Operating Systems.
• Experience with Microsoft 365, Entra ID, and Azure.
• Understanding of virtualisation, networking, firewalls, and cybersecurity.
• Excellent communication, organisation, and customer service skills.
• Enhanced DBS clearance (or willingness to obtain).

What We're Looking For

A proactive, professional, and personable IT support specialist who is passionate about technology, committed to delivering exceptional client service, and eager to develop their technical expertise within a collaborative team environment