Tier 2 IT Support Analyst

Main Duties


Hours of work
9am to 5.30pm Monday to Thursday, 9am to 5.00pm Fridays

Depending on relevant qualifications and experience

Job Brief
To provide second tier support to IT customers. Assist in the design and planning of new installations. Provide support and training to first line support engineers and customers.

Main Duties

Working in the fast paced IT support and telecommunications industry you will need to be proactive and a fast learner.

A technical background in IT Support is essential. Provide assistance during presales visits and site audits. Participate in the solution design with the sales team. On site customer support and Tier 2 remote support of customers. Ticket logging with suppliers and escalation to Tier 3 support. Technical testing and product evaluation. Project management experience would be of advantage, as would existing Microsoft qualifications such as Server 2016. Must have a desire to learn as there will be an extensive training course, with the expectation of passing basic Microsoft and vendor specific exams. Must have a good telephone manner and be customer focused, as well as good face to face communications skills.

Ability to work under pressure and be able to step back from a problem to see the bigger picture particularly on more complex issues.

Must be team player and support Tier 1 engineers as the learn.

Essential Skills & Experience

  • Supporting IT solutions for customers or in-house IT
  • Excellent communication skills to work well with our customers
  • Problem solving skills
  • Worked with Office 365 and/or Google Apps
  • Time management

Desirable Skills & Expereince

  • Knowledge of Microsoft Lync and Sharepoint
  • MS Server 2016
  • Project Management experience
  • Mac OS experience


  • Must have experience in supporting IT solutions or recent IT qualifications
  • Ideally a diploma, degree or other certification of an IT discipline

Application Form

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