Our Devon-based client is a leading business, offering superb opportunities for experienced 2nd Line Support Analysts to join the IT support function as a technical escalation point for complex IT incidents within the environment.
As an employer, they pride themselves on their commitment to a better, sustainable future for generations to come – the company culture is based on the freedom to change, improve and innovate. There is an excellent career structure and reward package available, including an attractive salary structure and benefits package.
Role Description
This is a full-time on-site role located in Exeter for a Second Line Support Analyst. The role involves diagnosing and resolving complex technical issues reported by end-users, managing escalated tickets from the first-line support, and ensuring timely resolutions that maintain high customer satisfaction levels. Additional responsibilities include collaborating with team members to develop solutions, performing software and hardware troubleshooting, and maintaining detailed documentation of support activities. The successful candidate will be expected to contribute to improving workflows and processes to enhance the overall support experience.
Qualifications
- Strong technical skills in areas such as troubleshooting, system diagnostics, and hardware/software support
- Proficiency in incident management, ticketing systems, and issue escalation processes
- Excellent customer service, communication, and interpersonal skills to provide a positive support experience
- Ability to work independently and as part of a team to identify and resolve technical issues efficiently
- Good organizational skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment
- Familiarity with ITIL principles or similar frameworks (certification is a plus)
- Previous experience in a second line or technical support role is highly desirable
- Relevant certifications, such as CompTIA, Microsoft, or equivalent qualifications, are advantageous
- Commitment to ongoing learning and staying updated with industry trends and new technologies
If you are an experienced technical support professional / 2nd Line (Deskside) Support Analyst with excellent interpersonal skills and a thorough, methodical and flexible approach, then we need to talk!
If this role is of interest to you or you know someone who may be of interest, please contact me ASAP
#J-18808-Ljbffr…