We are currently recruiting a 2nd Line Support Analyst for a market leading and fast growing IT Managed Service provider who are specialists in cloud services for the legal sector. Offering a basic salary up to £27000, the role will be working out of their ultra modern offices in the Warrington area, and also offers extensive benefits and a great platform for future growth.  

Reporting to the Helpdesk Team Leader, you will act as the first point of escalation for the clients, with the primary responsibility of ensuring solutions to escalated client issues within their SLA’s.

About The Role:

Promote and deliver the highest possible levels of customer service and demonstrate a deep understanding of how an incident impact a customer’s business

Ensure incidents are logged within SLA response times and resolutions are achieved

Ensure assigned tickets and queue is managed, providing regular updated to the ticket and ensuring the client is communicated to throughout the lifecycle of an incident

Support a variety of technologies across on premise, private and public cloud environments demonstrating a deep understanding of supported technologies

Work closely with Monitoring teams and software to ensure any IT events/alerts are investigated and resolved accordingly

Perform daily platform, technology and backup checks raising any incidents

Ensure third party applications are installed and optimised on supported platforms

Essential Skills & Experience:

3+ years experience supporting multi-site network environments to include LAN, WAN, VPN, Citrix, Microsoft, SAN & DR Systems.

Relevant technical/vendor qualification. Typically, at least two practitioner level certifications in Microsoft, Citrix, VMware, Network technologies, etc. with experience

Experience of supporting a hosted environment with exposure to data centers and Enterprise Architecture

Excellent communication skills and a professional telephone manner are essential

Strong written skills with an ability to prepare documentation and contribute to knowledgebase

Enhances the team and contributes towards continuous improvement

Ability to adapt quickly and to demonstrate a flexible approach to working on multiple client environments


Ideally has previous experience working for an IT service provider in a professional services environment

About The Benefits

Salary: Up to £27000 (dependant on experience)

Holidays: 25 days holiday + bank holidays

Working Hours: shift based on rota during service hours (7AM to 6PM Monday – Friday)

Free Parking

Buy/Sell annual leave up to 5 days per year

Healthcare plan

Technology salary sacrifice

Enhanced maternity & paternity pay

To Apply

If this sounds like a role you will LOVE, please send your CV to josh@jobwise.co.uk

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