Salary: Market related
Reference: 14849/A
2nd Line Support Analyst | Poole | Competitive DOE
As a 2nd Line Support Analyst within this forward-thinking business, you’ll play a key role providing hands-on support and troubleshooting for a variety of technical issues. This role requires both independent work and collaboration with a growing team on diverse technical disciplines.

As a 2nd Line Support Analyst, you’ll benefit from:

• Competitive Salary: depending on experience, plus team bonuses.
• Flexible Work Hours: Compensation for work outside standard business hours with time-off-in-lieu or overtime pay. Participation in an on-call rotation may be required.
• Generous Holiday Allowance: 25 days’ holiday plus bank holidays, with additional holiday for long service.
• Pension Scheme: Established company pension scheme.
• Health & Wellness Program: Access to health & wellness and employee rewards platforms.
• Personal Development: Develop a personal development plan with your line manager, including time for learning, budget for exams, and mentorship for industry-recognised certifications.

As a 2nd Line Support Analyst, your responsibilities will include:

• Troubleshoot and Resolve: Handle Helpdesk incidents and provide hands-on support for Microsoft 365, servers, and networks.
• Configure and Upgrade: Upgrade and configure hardware, software, and related services.
• Document and Maintain: Contribute to infrastructure documentation and create knowledge base articles.
• Escalate and Assist: Act as an escalation point for Line 1 engineers and escalate tickets as needed.
• Client Interaction and Site Visits: Manage client calls and conduct site visits when required.

As a 2nd Line Support Analyst, your skills and experience will include:

• Helpdesk Experience: At least 2 years’ experience on an IT Helpdesk, utilising a PSA/ITSM/CRM support tool like Autotask.
• Microsoft 365: Proficiency in OneDrive, SharePoint Online, Exchange Online, Teams, Intune, Entra ID, Entra Connect, Defender for Office 365, and Defender for Endpoint.
• Server Roles: Experience with Active Directory, Group Policy, DNS, and DHCP.
• Networking: Knowledge of LAN-based networking, cloud-managed switches like Unifi or Meraki, wireless, VPNs, and routing.
• Certifications: Completed or working towards Microsoft 365 accreditation.

• Troubleshoot and Resolve: Handle Helpdesk incidents and provide hands-on support for Microsoft 365, servers, and networks.
• Configure and Upgrade: Upgrade and configure hardware, software, and related services.
• Document and Maintain: Contribute to infrastructure documentation and create knowledge base articles.
• Escalate and Assist: Act as an escalation point for Line 1 engineers and escalate tickets as needed.
• Client Interaction and Site Visits: Manage client calls and conduct site visits when required