2nd Line Support Analyst

2nd Line Support

Location: Farnham (4 days onsite per week)

Salary: 33k - 37k

Role Profile

Key Responsibilities

• Act as the primary escalation point for complex incidents and service requests from the 1st line team.
• Diagnose and resolve technical issues across Microsoft-based systems including:
  • Windows 10/11, Windows Server
  • Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive)
  • Active Directory (user management, group policies, permissions)
  • Azure AD and Intune (device and identity management)
• Support and maintain end-user devices (laptops, desktops, mobile devices, peripherals).
• Perform administration and troubleshooting of core infrastructure services (DNS, DHCP, file/print services, VPN).
• Collaborate with 3rd line engineers or vendors where required, ensuring timely resolution and clear escalation.
• Monitor and manage service desk queues, ensuring SLAs and KPIs are met.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.