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Job Title: 2nd Line Support Analyst
Location: Gloucester (Hybrid Working) 
Salary: Up to £35,000
 
Company Info:
My client is a growing IT solutions provider based in Gloucester, dedicated to delivering exceptional service and support to our diverse client base. Their mission is to empower businesses with cutting-edge technology solutions while maintaining the highest standards of customer satisfaction.
 
About the Role:
My client is seeking a proactive and skilled 2nd Line Support Analyst to join our talented IT support team. In this role, you will be responsible for providing advanced technical support to our clients, troubleshooting a variety of IT issues, and working closely with our 1st and 3rd line teams to ensure seamless service delivery.

Key Responsibilities:

Provide 2nd line support to diagnose and resolve technical issues across various platforms, including Windows, macOS, Office 365, and networking hardware.
Respond to escalations from the 1st line support team and provide timely and effective solutions.
Maintain and update documentation related to support processes, client environments, and known issues.
Assist with system monitoring and maintenance to ensure optimal performance and reliability.
Collaborate with the 3rd line support team on complex issues and projects.
Support the deployment, configuration, and maintenance of IT infrastructure, both on-site and remotely.
Communicate effectively with clients to understand their needs and provide clear updates on issue resolution.
Keep up to date with the latest technology trends and best practices to enhance the support offering.
What We're Looking For:

Proven experience in a 2nd line support role, ideally within an MSP or similar environment.
Strong technical skills in Windows and macOS operating systems, Office 365, Active Directory, and network troubleshooting.
Familiarity with remote support tools and ticketing systems.
Excellent problem-solving abilities and attention to detail.
Strong communication skills, with the ability to explain technical concepts to non-technical users.
A proactive approach to learning and personal development.
Ability to work independently as well as part of a team.
Relevant IT certifications (such as CompTIA Network+, Microsoft Certified Professional, etc.) are a plus. What's on Offer:

Salary up £35,000
Hybrid working
Opportunities for ongoing training and professional development.
A supportive and collaborative team environment.
The chance to work with a variety of clients and technologies, gaining exposure to a wide range of IT challenges.
Flexible working options and a focus on work-life balance. Recruiter: Callum Thompson