2nd Line Analyst

Computacenter Holding GmbH; Milton Keynes; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology services provider is looking for a 2nd Line Analyst to join their team in Milton Keynes. The ideal candidate will have at least three years of experience in 2nd Line support with strong problem-solving and communication skills. The role requires working directly with clients to resolve technical incidents and support infrastructure changes. You will collaborate across teams, enhancing your technical abilities and experience. Join a culture focused on development and making a meaningful impact in a supportive environment.

Qualifications

• At least three years of experience in 2nd Line infrastructure support.
• Strong problem-solving abilities in high-pressure environments.
• Excellent organisational and communication skills.

Responsibilities

• Resolve incidents and fulfil service requests, meeting SLA targets.
• Guide and support other 2nd Line Analysts.
• Manage tickets, ensuring timely resolution.
• Collaborate with teams for problem-solving.
• Support infrastructure change implementations.

Skills

2nd Line infrastructure support

Problem-solving

Customer service

Communication

Scripting: PowerShell

Tools

Symantec Endpoint Protection

McAfee

Microsoft Defender

Ivanti UWM

ScienceLogic

SCOM

Quest Active Roles

Quest Recovery Manager

Job description

2nd Line Analyst

Location: UK - Milton Keynes, UK - Hatfield, UK - Nottingham | Job-ID: 216700 | Contract type: Standard | Business Unit: Service Desk

Life on the team

Due to a new contract win, we are looking to build a team of a 2nd Line Support Analysts from our Technical Operations Command Centres in either Nottingham, Milton Keynes or Hatfield. The role requires an initiative-driven, proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies. You’ll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Wintel Analyst, you’ll work closely with colleagues across different teams, including the 3rd Line specialists, to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customer’s estates. Your insights and expertise will be vital in supporting the team’s success, making a real impact on our customer experience.

You’ll need to either hold current Government SC clearance or be eligible to achieve it. The role also requires working 5 days per week at our offices, so please bear this in mind when applying

What you’ll do

• Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service
• Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk environment
• Manage tickets, ensuring all incidents, requests, and problems are addressed within agreed timeframes
• Collaborate with various teams for problem-solving and project-driven work, enhancing your technical abilities and experience
• Support infrastructure change implementations, ensuring seamless transitions and minimal disruption

What you’ll need

• At least three years of experience in 2nd Line infrastructure support, ideally with hands‑on experience in resolving server‑related incidents
• Strong problem‑solving abilities, with the ability to stay calm and efficient in a high‑pressure environment
• Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner
• Strong technical skills in the following areas
• Antivirus Solutions: Symantec Endpoint Protection, McAfee, Microsoft Defender
• Ivanti UWM: Environment Manager, Application Control, Performance Manager
• Monitoring Tools: ScienceLogic, SCOM
• Quest: Active Roles, Recovery Manager
• Scripting: PowerShell

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture — where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward‑thinking environment — we’d love to hear from you!