2nd Line Technical Support Analyst

Concept Resourcing
Milton Keynes
28000.00 - 36000.00 GBP Annual + On call, Overtime, Benefits
02 Aug 2021
08 Aug 2021
Contract Type
Full Time

2nd Line Technical Support Analyst - GBP28,000 - GBP36,000 + Overtime + On Call- Milton Keynes
Role: 2nd Line Support
Location: Milton Keynes
Salary: GBP28,000 - GBP36,000
Industry: MSP

Are you an experienced technical support analyst looking for the next step in your career?
Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression?
Do you have extensive knowledge of technologies such as Azure/O365, Citrix, VMWare and Powershell?
Then this may be the perfect role for you!

Concept IT are looking for an experienced IT Support analyst to work for a busy SME MSP based in central Milton Keynes. My client provides a busy service desk to customers all over the world and due to a sustained period of growth are looking to expand their IT team.
The role is 9-hour days between 7-7 shift operating hours.
There is also overtime and on call for weekends.


  • Provide 2nd line/Platform Support for any information technology issues and problems
  • Answer all incoming 2nd line/Platform Support calls in a professional, confident, and timely manner following contractual SLAs and KPIs
  • Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales.
  • Take ownership of proactive maintenance tasks ie, Patching, schedule routine tasks
  • Develop and maintain communication skills appropriate to the environment
  • Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
  • Establish and maintain high levels of incident ownership through incident life cycle to a satisfactory conclusion
  • Ensure a high standard of ticket management and quality of information within the ITSM tool suite
  • Monitor, troubleshoot and escalate alerts.

Desired Requirements:

  • Proven track record with customer service skills
  • Exceptional communication skills, both verbal and written
  • Experience in Microsoft Stack, end user to server including AD, DNS, DHCP etc
  • Experience with Cloud (Azure/AWS/O365), Citrix, WSUS, VMware and PowerShell
  • Proven problem-solving skills with the ability to identify root cause
  • Knowledge of Business-related applications
  • Possess the ability to work under pressure in a fast-moving environment
  • Experience and ability to train and mentor colleagues and SDA team
  • Good understanding of principles of ITIL Framework

Advantageous Requirements:

  • Citrix CCA-V
  • Microsoft MCSA-MCSE or roles-based certificates
  • Knowledge of troubleshooting Platform and 2nd line issues
  • Experience with Citrix Cloud, SQL, Intune, Backups (Veeam), SCCM, Nutanix, Firewalls (zscaler)
  • Any additional IT certifications and/or accreditations an advantage

This is an immediate requirement, therefore if you are anyone you know is interested, please forward your most up to date CV with contact details to Jack Bannister at for consideration.

Citrix - VMWare - 0365 - AWS - AZURE - WSUS - ZSCALER - INTUNE - SCCM - Veeam - SQL - 2nd

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