Synergize Consulting
Second Line IT Support Analyst
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Second Line IT Support Analyst - Contract role - East Grinstead - £competitive
Synergize Consulting are now hiring for a Second Line IT Support Analyst to work at a leading technology client of ours on a contract basis.
The successful candidates will work in a hands-on, client-facing role, being responsible for resolving technical issues, supporting end users, and working closely with clients to ensure their IT environments remain reliable and secure.
You’ll need to be someone who is comfortable working at pace, can quickly assess a situation and determine the best course of action, and isn't afraid to think on your feet when faced with unfamiliar or complex issues.
Key Responsibilities
- Provide 1st and 2nd line technical support to a range of clients.
- Take ownership of incidents and service requests through to resolution.
- Troubleshoot and resolve hardware, software, networking, and Microsoft technologies.
- Escalate complex issues appropriately while retaining ownership and keeping the client informed.
- Work directly with clients, providing clear and professional communication at all times.
- Follow client-specific support processes, procedures, and SLAs.
- Assist with user onboarding, offboarding, and general account administration.
- Support client-hosted environments and understand the processes involved in maintaining and troubleshooting hosted services.
- Monitor and respond to alerts, incidents, and service issues where required.
- Maintain accurate documentation and update ticketing systems with clear technical notes.
- Work collaboratively with the wider technical team, sharing knowledge, and assisting with escalated issues.
- Identify recurring issues and contribute to improvements in support processes and client experience.
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Experience required:
- Proven experience in a 1st/2nd line IT support or helpdesk role within a client-facing environment.
- Strong experience working closely with clients and end users.
- Good knowledge of client hosting processes and hosted IT environments.
- Strong troubleshooting and problem-solving skills.
- The ability to quickly understand an issue, assess priorities, and determine an appropriate solution.
- A calm and professional approach, particularly when dealing with demanding or time-sensitive situations.
- Excellent communication skills, both written and verbal.
- The ability to manage multiple tickets, priorities, and clients simultaneously.
- Good knowledge of Microsoft environments, including Microsoft 365, Windows, and Active Directory/Entra ID.
- A strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP, and VPNs.
- Experience working to SLAs and ITIL-based support processes.
- Excellent attention to detail and a strong sense of ownership.
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