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1st/2nd Line Support Analysts

Job Title: 1st/2nd Line Support Analysts
Contract Type: Permanent
Location: Birmingham
Salary: 22-25k + overtime + on-call
Reference: 25385
Contact Name: Geraint Allday
Contact Email:
Job Published: March 01, 2018 08:52

Job Description

1st/2nd Line Support Analysts

£22-25k + on-call + benefits


Birmingham - West Midlands – Commutable from Coventry, Sutton Coldfield, Solihull, Coleshill, Nuneaton


We are working exclusively with a growing IT Managed Service’s organisation who are going through a period of rapid growth due to recent acquisitions.  This means, a new challenge, more variety in your work and obviously greater opportunities for you in the near future!


We are looking for multiple hires across this area of the business.


Why Join?

  • Opportunity to join a rapidly growing organisation with strong financial backing
  • Use of latest technologies (below) and training/personal development opportunities
  • Modern mature offices – breakout areas and social events


Key responsibilities

  • Part of a well-established Operational Support team – providing BAU level 1/2 technical support
  • Working as part of a solid team - resolve 60% of calls first time

Provide 1st class customer service to client incidents, problem resolution and monitor client environments and backups!

  • Client Focused with good communication and documentation skills.
  • Good Analytical and troubleshooting skills i.e. can own and run an issue with minimal intervention from others ensuring all relevant parties are informed in a timely manner.
  • You will be part of an on-call rota – remote, 1 in 4 / 1 in 6 – good opportunity to substantially increase remuneration


Technical requirements

  • Strong previous experience working in a 1st/2nd line / Desk support end user capacity – ideally in an SLA / EUC environment
  • Experience supporting some of the following technologies;
    • Windows Server, Exchange, Active Directory, Office 365, MS SQL 2012-2016
    • VMware ESXi / vSphere
    • Backup technologies – Veeam backup etc
    • Citrix – XenApp, XenDesktop
  • Knowledge of monitoring alerting, logging and status messages.
  • Previous experience working for a managed services provider (desirable)


Salary on offer is £22-25k + on-call + benefits – worth c£3,000 - £4,000 per year on top – so c£30,000 package!


Looking to move ASAP (genuinely ASAP – interviews next week and the following with a 1-stage process followed by offer).


Geraint Allday– IT Recruitment Consultant- – 07496 287 557


Key Words:

1st Line Support – Wintel – Windows – Backup – Managed Services - Support Engineer –Systems Engineer – Citrix – VMware – Managed Services – End User Computing (EUC)