2nd Line Support Analyst

Job type: Full-time
Salary: £23,000.00-£26,000.00 per year
Location: Poole, Dorset

The 2nd Line Support Analyst will provide second line technical support to our clients for incidents that have been escalated by 1st line support. These incidents may be worked upon remotely or on site. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems. These may range from straightforward to more complicated technical issues. This role requires the ability to log and track all incidents, problems and requests from end users via telephone and email.


Receiving, logging and managing calls from clients via telephone, email and automated systems

2nd line support for tickets escalated by 1st line support

Troubleshooting of IT related problems from applications to hardware, such as Laptops, PCs, and Printers

Installation of IT equipment, such as workstations, printers, etc on site

Carry out on-site maintenance on faulty equipment or software

Upgrading existing hardware, software and networks

Troubleshoot network issues such as switching, routing etc

Manage all calls in the Service Desk Ticketing System

Pass tickets to 3rd line support where required with clear and concise notes to aid in continued troubleshooting

Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries

Carry out assigned tasks as part of projects being undertaken by IT

Publishing support documentation to assist staff with requests for information & provide staff training if required

To arrange for external application technical support where problems cannot be resolved.

Skills required:

Excellent communication skills and telephone manner

Excellent organisational skills

3 years previous IT Service Desk and/or Call Centre experience required

Incident Management experience

Managing incidents including business expectations and communication

Strong knowledge of Microsoft based operating systems with emphasis on Windows Operating Systems

Strong knowledge of Microsoft 365, Azure and other cloud technologies

Completed or working towards a level of Microsoft 365 accreditation would be desirable

Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Willing to adapt and learn new skills

Ability to work on own initiative

Must have a full UK driving licence.

How to apply:

Please send a CV and covering email to m.newton@grapevine.uk.com

Work with us

We pride ourselves on offering the very best level of service to our clients. We are always looking for like minded people to grow our team. If you think you’d be a good fit with us, please send your CV. We'd be happy to hear from you!

We're an active and expanding business and so often have a range of vacancies in various positions within the organisation. Please check back regularly for new and updated career opportunities with Grapevine.