Job details

Job Title: 2nd Line Support Analyst / Solutions Engineer

Location: Surrey (office-based with hybrid flexibility and occasional client site visits)

The Company

A rapidly growing IT services provider delivering innovative solutions and first-class support to a wide range of clients across the UK. With a strong focus on technical excellence and customer service, the business offers its team exposure to diverse technologies and exciting progression opportunities in a collaborative environment.

Responsibilities

• Provide 2nd line technical support and assist 1st line colleagues when required.
• Troubleshoot and resolve issues across servers, desktops, networking, and cloud environments.
• Respond to support tickets, calls, emails, and monitoring alerts in line with SLAs.
• Support system upgrades, implementations, and service improvements.
• Maintain accurate technical documentation and update ticketing systems.
• Deliver clear and timely communication to clients on progress and resolutions.
• Support internal staff with IT requirements and system administration.
• Participate in the on-call rota and shift coverage (core hours: 08:00-18:00).

Your Skills & Experience

• At least 2 years’ experience in IT support or a technical services role.
• Excellent communication skills with a customer-focused approach.
• Strong knowledge of Microsoft technologies (Windows Server 2012-2022, Windows 10/11, Active Directory/Azure AD, M365, Exchange).
• Experience with server and desktop hardware, virtualisation (VMware/Hyper-V), networking (Cisco/Meraki), and backup/disaster recovery solutions.
• Familiarity with service desk and monitoring tools.
• ITIL Foundation or equivalent service management knowledge.
• Exposure to Linux/UNIX, MacOS, or scripting (Python).
• Experience with firewalls, endpoint security, or intrusion detection.
• Knowledge of VDI solutions (VMware Horizon, Citrix).
• Experience with telephony platforms (e.g., Mitel, 3CX).
• Cisco certifications or implementation experience.

Company Benefits

• Hybrid working model with flexibility.
• Exposure to a wide range of technologies.
• Ongoing training and professional development opportunities.
• Collaborative, service-focused working environment.