Senior 2nd Line Support Analyst

Brough, East Riding of Yorkshire – 5 days per week on site

Up to £45-50k DOE + benefits

We’re looking for a Senior 2nd/3rd Line Support Analyst to join our Group IT team. Reporting to the Service Desk Team Leader, you’ll play a key role in supporting colleagues across the business while developing your technical expertise across infrastructure, networking and enterprise technologies.

What You’ll be Doing

• Providing high-quality IT support across the business
• Managing incidents and service requests through the Service Desk platform
• Troubleshooting hardware, software and mobile device issues
• Supporting VIP users and delivering onsite support when required
• Building and configuring laptops, desktops and mobile devices
• Assisting with infrastructure, networking and connectivity issues
• Working closely with wider IT teams to resolve complex technical problems
• Contributing to the continuous improvement of IT support services
• Previous experience in an IT Support, Service Desk or 2nd/3rd Line Support role
• Demonstrable knowledge of ITIL principles and best practices, with experience applying ITIL processes in an IT support or service management environment.
• Good knowledge of Windows and Microsoft 365
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP
• Experience troubleshooting infrastructure and connectivity issues
• Strong communication and customer service skills
• A proactive, can-do attitude with excellent problem-solving skills
• Ability to work independently and collaboratively within a team
• Switch administration and network troubleshooting
• Firewall and security technologies
• Cisco, Fortinet, Meraki or Rubrik technologies

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