Second Line Support Analyst

  • Impress Solutions Ltd
  • Romford RM1 3JS, UK
  • Apr 20, 2018
Full time Information Technology

Job Description

We are looking for a bright, energetic individual preferably with up to 2 years IT helpdesk experience.

You would be joining an existing team and will be working on a mix of network, Microsoft server, Exchange, Security, Anti-Virus, SQL, bespoke and third party applications.  You will be involved in all aspects of support, including telephone and remote dial up, onsite support, testing and deployment.  

You should have a passion for IT and how it makes a difference to the way people work.  This is your chance to work within a highly experienced team with plenty of knowledge and skills to share.  

Skills and Experience (Required)

  • Microsoft or similar Server Qualifications
    • Excellent problem solving skills
    • Excellent written and spoken English

Skills and Experience (Preferred)

  • Server 2016 / 2012 / 2008
  • Windows 10/7/XP
  • Exchange
  • SQL
  • Sophos
  • WatchGuard
  • TeamViewer
  • Crystal Reports
  • Computer Science or another numerate degree


Responsibilities will typically include:

  • installing and configuring computer systems;
  • monitoring and maintaining computer systems and networks;
  • logging and managing support requests;
  • prioritising and managing several open cases at one time;
  • talking staff / clients through a series of actions - either face-to-face or over the telephone;
  • troubleshooting system problems and diagnosing and solving software faults;
  • finding solutions to problems;
  • escalating and managing issues through to resolution with the appropriate vendor;
  • distributing the latest software releases, service packs or patches to the appropriate customers;
  • providing support documentation, including procedural documentation;
  • following diagrams and written instructions to repair a fault or set up a system;
  • running network applications to support system and users;
  • supporting new applications;
  • setting up new users;
  • responding within agreed time limits to call-outs;
  • testing / evaluating new technology

About the role:

You will be working in a team of four and will be working on a combination of Microsoft systems, bespoke systems, third party systems including Sage, migrations of legacy systems to new platforms and completely new solutions.


General-Other: Customer Support-Client Care, Technical Customer Service, Computer-Electronics-Telecomm Install-Maintain-Repair, General-Other: Installation-Maintenance-Repair, Computer-Network Security, Database Development-Administration, Desktop Service and Support, Network and Server Administration


£30,000 - £35,000 plus private medical

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