2nd Line IT Support Analyst

3 weeks ago

Exeter, United Kingdom BOWERFORD ASSOCIATES Full time

Are you an experienced **IT Support Analyst** looking for a new and challenging role?
Are you passionate about playing a meaningful role whilst helping, supporting, and building relationships with your colleagues?
We have a fantastic opportunity for an experienced 2nd Line IT Support Analyst to join our customers busy IT team based in Exeter.

This is a full-time, permanent position - you will receive a competitive salary of between **£28,000** and **£35,000** per annum, depending on skills and experience, plus excellent benefits.

The role is office-based at our clients HQ in Exeter but you will be required to travel to other sites in and around the Exeter and East Devon area to fulfil your support duties.

**About the role**
- As a 2nd Line IT Support Analyst / IT Support Engineer you will deliver high quality and essential service to colleagues and partners across the company using your strong IT support knowledge and communication skills, blended with your enthusiasm and proactiveapproach.

**What you will be doing**
- Providing 2nd line IT support services.
- Prioritising and managing workload effectively, managing multiple open Incidents and Service Requests tickets simultaneously.
- Ensuring the resolution of Incidents and the fulfilment of Service Requests are in accordance with agreed Service levels and identifying opportunities to support continual process improvement.
- Resolving Incidents and Service Requests as per documented procedures and ensuring support documentation is updated accurately.
- Build and set up new IT hardware, including desktops, laptops, tablets and mobile phones.
- Regularly visit various sites, to resolve IT issues whilst building relationships with your colleagues.
- Identifying opportunities for improvement and implementing initiatives to produce faster fulfilment times and take advantage of automation.

**What we are looking for**:

- A full UK Driving licence.
- Previous experience working in an IT Technical Support role for at least 3 years.
- Educated to degree level standard or equivalent or able to demonstrate working to degree level on a commercial basis.
- Excellent troubleshooting and problem-solving skills.
- Experience in installing, configuring and maintaining a wide variety of hardware and software.
- M365 experience including Exchange, Teams, SharePoint, Intune and Azure.
- A strong working knowledge of Windows 10.
- An understanding of SCCM and remote-control tools.
- Familiarity with Citrix, Active Directory, anti-malware technology and enterprise storage arrays/backup technology.
- General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi and Network implementations (routers, switches, access point installations).
- Experience with ITSM products.

**What is in it for you**
- 23 days holiday allowance (rising to 27 days with service milestones), plus 8 bank holidays
- A discretionary bonus
- Competitive Contributory Pension
- Company ShareSave Scheme
- Various health benefits
- Wellbeing support programmes
- A range of staff discounts
- Cycle to Work scheme
- Training and Development Opportunities

**KEYWORDS
**IT Support, IT Support Analyst, IT Support Engineer, Networking, Telephony, Hardware, Software, Support Tickets, Service Requests, M365, SCCM, Azure, ITSM.

No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

Bowerford Associates Ltd is acting as an Employment Agency in relation to this vacancy.

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