2nd Line Support Analyst

Salary : DOE
Contact Name : Katie Atkins Contact Email : katkins@itrpartners.co.uk Sector : Infrastructure

I’m currently working with a client based in Central London who are currently seeking a 2nd Line Support Analyst with at least 18 months 1st line support experience.


The client is ideally looking for someone who has previously worked in a retail support environment or who has multi-site experience.


This is a hands-on role, with varied responsibilities, including:


  • Providing technical support to users at central London office, remote workers, the warehouse and stores.
  • Build, repair, management, and security of desktop and laptop estate.
  • Supporting a variety of business applications and systems.
  • Closing support tickets within SLAs, working closely with the first line team, and escalating to team members and third parties.
  • Depending on their level they will also get involved with project work that they could manage themselves such as;
    • Mobile phone, telephone system management and security.
  • Desk moves



Reporting to the IT Infrastructure and Compliance Manager, the successful applicant will be able to demonstrate knowledge and experience of the following areas:


  • Application support
  • Desktop/laptop hardware
  • Windows 7, Office 2007/2010
  • TCP/IP networking & patching
  • Active Directory
  • Exchange email
  • Smart phones
  • VOIP telephony
  • Printers
  • Apple Macs, Yosemite, Adobe CC
  • Delivering projects on budget and to deadline