LOCATION: NOTTINGHAM – HYBRID AFTER TRAINING

Do you have customer service experience within a helpdesk environment and love solving IT issues? Are you currently a 1st Line Support Engineer but dealing with 2nd line queries quite easily? Do you thrive on delivering results and love fixing problems? If so, we may have the role for you!
Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.
We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
We are currently looking for a 2nd Line Support Analyst to come and join us at our site in Nottingham. You will be the first point of contact for customers with IT related issues and receive these through our ticket system, calls or emails.

JOB SPECIFICATION: 2nd Line Support Analyst

• Sitting within the helpdesk team within our Nottingham offices, you’ll be first point of contact for our customers
• Logging all technical related incidents and requests (either by phone or email), resolving them to your best ability in accordance with our service level agreements
• Take full ownership of tickets to ensure that customers have a consistent line of communication with any queries
• Act as a ‘service representative’ for appointed service(s), in particular taking responsibility for maximising technical analysts and L2 Technical analysts’ ability to resolve incidents and requests

REQUIREMENTS: 2nd Line Support Analyst

• Approximately 2 years’ experience in an IT support or similar technical role, specifically on a helpdesk
• Strong knowledge of Microsoft Active Directory users and computers group policy
• Strong knowledge of network infrastructure and ideally hold CCNA certification
• Advantageous system use of ServiceNow or ITSM tools
• Great customer experience and comfortable to be on the phone for the majority of the day

KEYWORDS: 2nd Line IT Support, 2nd Line, 2nd Line Helpdesk, 2nd Line Technical Support, Technical Analyst, 2nd Level, Level 2 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools, Level 2 Support Engineer, 2nd Line Support Engineer
We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
We proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law”
We are registered Disability Confident Employer (Level 2) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process.
If you have any such requirements, please do not hesitate to contact us on our email which is training@xma.co.uk , we will be happy to action your requests.

Please refer the Job description for details