Technical Support Analyst - 2nd Line
| Posting date: | 15 September 2025 |
|---|---|
| Salary: | £27,000 to £37,500 per year |
| Hours: | Full time |
| Closing date: | 15 October 2025 |
| Location: | NN4 0PR |
| Remote working: | On-site only |
| Company: | Got People Ltd |
| Job type: | Permanent |
| Job reference: | GH0002112344-61682 |
Summary
Gotpeople are working closely with a dynamic local IT comapny are are looking for Technical support Analysts - 2nd line
The successful candidates should have:
• A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
• Excellent customer service and communication skills (verbal and written)
• Be able to drive to site for the shift (must have own transport)
• Ability to prioritise tasks on a busy and fast paced Service Desk
• Ability to work well in a team and under own initiative
• Great problem-solving skills
RESPONSIBILITIES
Customer Service
• Acting as the first point of contact via phone, email or ticket
• Providing a friendly, quick and helpful experience for our clients
• Providing 2nd level support remotely
• Collaborating with team members
Use of our ticketing system
• Use our ticketing system to work on and resolve helpdesk tickets & service requests
• Managing and recording all work though our ticketing system
• Make sure that client documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process
•
Use of our monitoring and management tool
• Review RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled/automated actions as indicated by our processes
•
SKILLS
• Desired
• A love of (and ability to) solve problems & challenges
• Great communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing client experienceKnowledge of IT Applications, Software & Hardware
• The ability to keep up with & adapt to the fast-paced IT world
Technical Skills
• Microsoft 365
• Microsoft Azure/Entra & Intune
• Microsoft Windows
• Desktop & server operating systems
• Infrastructure
• Basic network conceptsSecurity:
• Basic understanding of security concepts
Benefits £27000 - £35,000 per annum pluss 2.5k on call
• Company pension
• Gym membership at office location
• Free on-site parking
• Employee Assistance and Wellbeing Program
• 25 days holiday a year
• High powered laptop
• A proactive approach to ongoing training to help you develop life-long skills