2nd Line IT Support Analyst

Location: Hull / Hessle area
Salary: £28,000 - £32,000 per annum (DOE)
Job Type: Permanent, Full-time

Castle Employment Group is recruiting for an experienced 2nd Line IT Support Analyst to join an established and growing technology business in the Hull / Hessle area, offering a salary of £28,000 - £32,000 per annum. This is a permanent, full-time opportunity with excellent training and career development opportunities.

This is a fantastic opportunity for someone with a strong technical support background who enjoys troubleshooting more complex IT issues, working across different technologies and delivering excellent customer service.
Working as part of an experienced technical team, you'll provide 2nd Line support to a variety of customers, resolving technical issues across Microsoft 365, Windows Server and networking environments.

This role would suit someone currently working in a 2nd Line or 3rd Line, IT Support, IT Support Engineer or Service Desk Analyst position who enjoys problem-solving and wants to continue developing their technical knowledge within a busy Managed Service Provider (MSP) environment.

Some of the 2nd Line IT Support Analyst duties will include:

• Providing 2nd Line technical support to customers, investigating and resolving escalated IT issues.
• Troubleshooting hardware, software, server and network-related problems.
• Supporting and administering Microsoft 365, Windows operating systems and Windows Server environments.
• Managing user accounts, permissions and access through Active Directory and Microsoft 365.
• Diagnosing and resolving connectivity, networking and infrastructure issues.
• Managing support tickets, prioritising workloads and ensuring issues are resolved within agreed timescales.
• Supporting customers remotely and providing clear, professional technical guidance.
• Escalating more complex technical issues to senior engineers where required.
• Working closely with colleagues to maintain high customer service standards and identify opportunities to improve technical processes.

The ideal 2nd Line IT Support Analyst will have:

• Previous experience in a 2nd Line IT Support, IT Support Engineer, Service Desk or similar technical support role.
• Good working knowledge of Microsoft 365, including administration, troubleshooting and user management.
• Experience supporting Windows Server environments, including Active Directory and Group Policy.
• A good understanding of networking, including TCP/IP, DNS, DHCP, VPNs and general connectivity troubleshooting.
• Experience diagnosing and resolving technical issues across hardware, software and IT infrastructure.
• Confidence using ticketing systems and managing multiple technical support requests.
• Strong communication skills and the ability to explain technical issues clearly to customers.
• A proactive, organised approach with a genuine interest in developing technical knowledge.

Previous experience within a Managed Service Provider (MSP) would be advantageous, although candidates from internal IT support teams, education or multi-site organisations with strong technical experience are equally encouraged to apply.
What's on Offer?

• Salary of £30,000 - £32,000 per annum, depending on experience.
• 26 days' annual leave plus bank holidays, increasing with service.
• Health and wellbeing benefits.
• Funded training and professional certifications.
• Dedicated learning and development opportunities.
• Company social events and team activities.
• On-site parking.
• Planned working-from-home arrangements.
• A supportive technical team with opportunities to further develop your skills and career.

If you're an experienced 2nd Line IT Support Analyst, IT Support Engineer or Service Desk Analyst looking for your next opportunity in the Hull area, we'd love to hear from you.