Full job description2nd Line Technical Support Analyst
Location: Sidcup, Kent – Hybrid (3 days per week in the office)
Salary: £32,000–£42,000, depending on experience
The Opportunity
We are seeking a technically strong, customer-focused 2nd Line Technical Support Analyst to join a busy team orientated IT support team, providing technical support and infrastructure management to a diverse client base.
This is an excellent opportunity for someone with broad technical knowledge who enjoys troubleshooting complex issues, taking ownership of escalated tickets and working across a variety of customer environments. Candidates with MSP experience are particularly encouraged to apply.
Key Responsibilities
*Take ownership of escalated 1st Line tickets and resolve complex technical issues.
*Support and maintain customer IT infrastructure, cloud environments and networks.
*Administer Microsoft 365, Azure, Intune, Entra ID and Active Directory.
*Troubleshoot Windows Server, desktop, networking and firewall issues.
*Monitor server and network performance, ensuring timely resolution of incidents.
*Manage backup and disaster recovery systems.
*Carry out proactive maintenance, including patching, firmware updates and documentation.
*Liaise with third-party suppliers and service providers.
*Attend customer sites when required to resolve technical issues.
*Help maintain high service standards and provide excellent customer support.
*Participate in occasional out-of-hours and on-call arrangements.
Technical Skills & Experience
The successful candidate will ideally have experience with:
*Windows Server 2019, 2022 and 2025.
*Microsoft Azure, Hyper-V and virtualisation technologies.
*Microsoft 365, including Exchange Online, SharePoint, Intune and Defender.
*Windows 11 and Active Directory.
*Networking technologies, including TCP/IP, DNS, DHCP, routing and VLANs.
*Firewalls, switches and routers, ideally Fortinet and Ubiquiti.
*Backup and disaster recovery solutions, such as Veeam and Azure Backup.
*Cloud telephony systems.
*PowerShell scripting.
Microsoft cloud certifications would be advantageous.
About You
*At least three years’ experience in a technical support or helpdesk role, highly preferably within an MSP.
*Strong troubleshooting and problem-solving abilities.
*Excellent communication and customer service skills.
*Comfortable managing competing priorities in a fast-paced environment.
*A proactive, organised and collaborative approach.
*The confidence to support and mentor less experienced engineers.
*A commitment to continuous learning and technical development.
*Access to your own vehicle is required.
Working Arrangements
*Hybrid working, with three days per week in the Sidcup office.
*Shift-based working between 7:00 am and 6:00 pm.
*Occasional customer site visits and participation in on-call arrangements.
Interested? If you’re an experienced 2nd Line Engineer with strong infrastructure knowledge and a passion for delivering excellent customer service, we’d love to hear from you. Apply today so you don’t miss out on a great opportunity!