ECS Resource Group
2nd Line Support Engineer
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IT Support Analyst - 2nd Line
Location: Paddington, London - Onsite 5 days per week
Are you an experienced IT Support professional who thrives in a fast-paced, high-energy environment? We're recruiting for a Level 2 IT Support Analyst to join a rapidly growing, technology-driven media organisation that's challenging industry norms and transforming how content is delivered across television, radio, and digital platforms. This is an exciting opportunity for someone who enjoys variety, takes ownership of technical issues, and can remain calm under pressure in a busy and dynamic workplace.
The Role
As an IT Support Analyst, you'll play a key role in ensuring the business operates without disruption. Acting as a central point of contact for IT support, you'll provide hands-on Level 2 support, work closely with outsourced service providers, and help resolve a wide range of technical issues across the organisation. You'll support users across multiple departments, manage incidents through to resolution, and contribute to the ongoing improvement of IT services and processes.
Key Responsibilities
- Deliver Level 2 IT support and assist with escalated Level 1 issues.
- Triage and manage support tickets, assigning and escalating where required.
- Act as the primary day-to-day liaison with outsourced IT support providers.
- Support and maintain Microsoft environments including Azure, Intune, Teams, and SharePoint.
- Manage onboarding, offboarding, user accounts, and access permissions.
- Support Microsoft 365 applications and wider business systems.
- Maintain accurate documentation of support requests, solutions, and configurations.
- Assist with mobile device and connectivity management.
- Work collaboratively with technology and product teams to resolve cross-functional issues.
- Respond to business-critical incidents and help restore service as quickly as possible.
- Continuously improve processes and user experience across the IT function.
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About You
We're looking for a proactive and customer-focused IT professional who enjoys solving problems and working in a fast-moving environment.
Essential Skills & Experience:
- Minimum 3 years' experience in IT Support, Service Desk, or Desktop Support.
- Strong troubleshooting skills across hardware, software, and user support.
- Excellent communication and stakeholder management skills.
- Experience supporting Microsoft 365, Azure, MFA, Conditional Access, and account management.
- Solid understanding of networking fundamentals including VPNs, DNS, TCP/IP, and Firewalls.
- Experience supporting Windows and MacOS environments.
- Knowledge of ITSM tools and supporting third-party applications.
- Strong documentation and organisational skills.
- Logical, methodical approach to problem solving.
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Desirable:
- Experience with HaloITSM, Mimecast, Fortinet, and/or Jamf.
- Microsoft certifications.
- Experience supporting users within a fast-paced or operationally critical environment.
What's on Offer?
- Opportunity to join a highly successful and rapidly growing organisation.
- Exposure to a wide range of technologies and projects.
- A collaborative and ambitious team environment.
- Genuine career development opportunities.
- The chance to make a real impact within a business that embraces innovation and change.
If you're a hands-on IT Support professional looking for your next challenge and enjoy working in a fast-moving environment where no two days are the same, we'd love to hear from you
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