2nd Line IT Support Analyst: Escalations & Solutions

Xerox Corporation; Wakefield; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology company is seeking an experienced 2nd Line Technical Analyst to provide high-quality IT support across desktop, server, and network environments. The role involves diagnosing and resolving incidents, mentoring 1st Line Analysts, and ensuring customer infrastructure is secure and reliable. Ideal candidates will possess over 2 years of IT support experience, strong troubleshooting skills, and a proactive attitude. Travel may be required for client site visits, and preferred certifications include MCSA or ITIL Foundation.

Qualifications

• 2+ years’ experience in a customer-facing IT support role.
• Full clean driving license required for travel to client sites.
• Certifications such as MCSA, MCSE, CCA, CCP, VCP, or ITIL Foundation are preferred.

Responsibilities

• Diagnose and resolve 2nd line incidents.
• Act as an escalation point for 1st Line Analysts.
• Manage, update and close tickets.
• Work with suppliers to drive incident resolution.
• Maintain customer infrastructure.

Skills

Troubleshooting Windows 10/11

Troubleshooting Windows Server

Customer-facing skills

Networking basics

Tools

Microsoft 365

macOS

VMware

Citrix

Veeam

SonicWall

Exchange

Job description

A leading technology company is seeking an experienced 2nd Line Technical Analyst to provide high-quality IT support across desktop, server, and network environments. The role involves diagnosing and resolving incidents, mentoring 1st Line Analysts, and ensuring customer infrastructure is secure and reliable. Ideal candidates will possess over 2 years of IT support experience, strong troubleshooting skills, and a proactive attitude. Travel may be required for client site visits, and preferred certifications include MCSA or ITIL Foundation.