2nd Line Support Analyst

About the role

We are seeking a motivated 2nd Line Support Analyst to join a busy IT team in Boston, East Midlands. You will provide advanced technical assistance across a range of hardware, software and networking services, ensuring smooth daily operations for internal users.

Key responsibilities

• Deliver 2nd line support for desktops, laptops, mobile devices, printers and other peripherals.
• Diagnose and resolve issues related to Microsoft 365, Windows operating systems and user accounts.
• Maintain Active Directory, assist with server administration and perform system monitoring.
• Support telephony and communications systems and manage tickets within agreed SLAs.
• Document fixes, procedures and troubleshooting steps, and occasionally back‑fill 1st line tasks.
• Participate in an on‑call rota to guarantee business continuity.

Required profile

• Proven experience in a 2nd line IT support role.
• Strong understanding of hardware, software and networking concepts.
• Ability to communicate technical solutions clearly to non‑technical users.

Required skills

• Microsoft 365
• Windows operating systems
• Active Directory
• Server administration
• System monitoring
• Telephony systems
• Networking fundamentals

What we offer

• Permanent full‑time contract with a salary up to £38,000 DOE.
• Opportunities for career development within a supportive team of seven.
• Standard Monday‑to‑Friday schedule with on‑call responsibilities.