2nd Line Service Desk Analyst

2nd Line Service Desk Analyst

This is a fantastic opportunity to join a leading cloud solutions and managed services business based in the North East.

Synergi is an Award-winning technology provider working in the region and UK-wide with companies such as The AA, Highways England and Northumbrian Water.

We have seen substantial growth since our inception in 2013 and this appointment will add to our experienced service desk team to support our continued success.

*You must also be able to commute daily to our office in Gateshead.

With the opportunity to learn and develop in a fast paced organisation and help continually develop the services.

We have a culture of team work, strong ethics and always going the extra mile for clients, whilst providing a highly positive working environment for the team.

Role, Duties & Expectations

• Provide high quality desktop, server and cloud platform support
• Demonstrate the ability to troubleshoot complex environments
• Provide clear advice and guidance to clients for improving their environments
• Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
• Communicate with 3rd party providers including hardware and application vendors to resolve complex multi-party issues
• Ensure workload is managed to deliver the service within clearly defined SLAs
• Ensure accuracy and completion of data entry based on incidents and problems
• Own transport is essential as occasional onsite customer visits will be required
• Some 24/7 on call cover maybe required

Skills, Qualifications & Experience

• Proven track record of providing Line 2 service desk support from a Managed Service Provider background
• Have a strong MSP background a minimum of 5 years' experience providing support to multiple customers
• Have the confidence to hold conversations with customers assisting technically in service reviews
• Ability to troubleshoot Windows Desktop Operating systems and Microsoft Office applications
• Support Windows Server operating systems and Exchange on premises environments
• Good understanding of commercial aspects of service agreements
• Complete understanding of Active Directory, Group Policies, DNS and DHCP
• Strong knowledge of AntiVirus, Anti Ransomware and Security best practices
• In depth understanding of the Office 365 platform and security services
• Good level of knowledge of Microsoft 365, Azure VMs, Firewall, Backup and Configuration
• Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
• Knowledge of and ability to monitor and troubleshoot Backup technologies
• Good understanding of Networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
• Understanding of the ITIL framework and basic principals

Beneficial but not essential

• Basic SQL Skills including Backup, Maintenance schedules and high level troubleshooting
• Experience of hardware deployments including SAN technologies
• Proven track record in similar role for a Managed Service Provider
• Ability to deploy new services e.g. Office 365 migrations or Cloud server migrations
• Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
• Experience of Virtual Desktop and Virtualised applications using Citrix technology
• ITIL Foundation or Practitioner accreditations

Education/ Training

• Be able to show clear evidence of continual learning in your career to date
• Industry recognised accreditations beneficial e.g. - Microsoft MCP, VMware VCP, Cisco CCNA, Citrix CCP

Package & Benefits

• Industry competitive salary
• Career progression
• UNLIMITED holidays
• Fully office based (Gateshead)
• Vitality Healthcare (FOC Apple Watch, Coffee, Cinema Tickets)
• One day per month immersive CPD (personal development) allocation
• All Microsoft certifications FREE
• Shifts covering Monday – Friday 8am-4.30pm / 9:30am-6pm
• Charity Days to support causes important to you
• Staff referral scheme, (earn £500 for successful placements)
• Enhanced Adoption, Maternity and Paternity Leave
• Regular social and fundraising events
• Free fruit – get your 5 a day on us in the office
• Free onsite parking at head office

At Synergi, we're building value and results driven technology for our customers - we're building a workplace where every voice matters and every perspective drives progress.

We are committed to fostering a diverse and inclusive environment where people from all backgrounds, identities, and experiences feel empowered to bring their authentic selves to work.

In an industry that's constantly evolving, we understand the power of collaboration across cultures, experiences, and ways of thinking.

That's why we invest in inclusive hiring practices, continuous education, and open conversations.

Tech should be for everyone. And so should the opportunity to shape it.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Discounted or free food
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• On-site parking
• Referral programme
• Transport links
• Unlimited paid holidays

Ability to commute/relocate:

• Gateshead NE11 9SN: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have at least 5 years experience of working for an MSP supporting multiple customers?

Work authorisation:

• United Kingdom (required)

Work Location: In person