2nd Line Support Analyst

About the Role

We’re hiring a 2nd Line IT Support Analyst to join our IT team in London.

This is a hands‑on, on‑site role where you’ll be supporting users directly as well as managing escalated issues. It goes beyond typical ticket resolution, we’re looking for someone who will bring structure, improve processes, and reduce recurring issues.

You’ll play an important role in helping us improve how IT support operates, not just resolving issues as they come in.

Key Responsibilities

Support & Ticket Management

• Own and resolve 2nd line tickets end‑to‑end
• Effectively prioritise and triage ticket queues
• Maintain high‑quality ticket updates and documentation

Hands‑On Support

• Provide deskside support, including hardware, cabling and troubleshooting
• Support Windows and Mac devices
• Troubleshoot across applications, access, and connectivity

Systems & Admin Support

• Support Microsoft 365 (Exchange, Teams, SharePoint)
• Assist with user access and system administration
• Diagnose issues using logs and system data

Continuous Improvement

• Identify recurring issues and implement longer‑term fixes
• Improve processes, workflows, and ticket handling
• Contribute to a more structured and efficient support function

What We’re Looking For

• Proven 2nd Line IT Support experience
• Strong troubleshooting across devices, applications, and users
• Experience supporting Microsoft 365 environments
• Solid understanding of ticketing systems, SLAs, and prioritisation
• Comfortable working on‑site and hands‑on with users
• Strong communication skills

• Proactive mindset improves processes, not just fixes tickets
• Strong ticket hygiene and organisation
• Experience identifying and reducing repeat issues
• Some exposure to Mac environments
• Basic networking knowledge

Working Pattern

• Full‑time, 5 days per week in office (London Fleet Street)
• Core hours: 8 am–6 pm (shift coverage)
• Occasional travel to other offices (e.g. Bristol / Leeds)

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