IT 2nd Line Technical Analyst

🔒 Confidential Employer
Posted 21 March 2026
LOCATION
Wakefield
TYPE
Full-time
LEVEL
Associate
CATEGORY
IT Support
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Windows 10/11 Windows Server Microsoft 365 Active Directory Troubleshooting Customer Service Networking ITIL

FULL DESCRIPTION

IT 2nd Line Technical Analyst

We’re looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support to [Employer hidden — view at passion-project.co.uk] customers across desktop, server and network environments. You’ll handle escalations from 2nd Line, resolve complex incidents, and help maintain secure, reliable infrastructure.

About the role

We’re looking for an experienced 2nd Line Technical Analyst to provide high-quality IT support to [Employer hidden] customers across desktop, server and network environments. You’ll handle escalations from 2nd Line, resolve complex incidents, and help maintain secure, reliable infrastructure.

Key responsibilities

  • Diagnose and resolve 2nd line incidents within agreed SLAs (remote and on-site).
  • Act as an escalation point for 1st Line Analysts, mentoring and supporting the team.
  • Manage, update and close tickets, keeping users informed throughout.
  • Work with suppliers and internal teams to drive incident and problem resolution.
  • Maintain and support customer infrastructure, including patching and monitoring.
  • Ensure systems follow security and ITIL service management processes.
  • Contribute to knowledge base and configuration documentation.

About you

  • 2+ years’ experience in a customer-facing IT support role.
  • Strong troubleshooting skills across:
  • Windows 10/11, Windows Server, Microsoft 365
  • Active Directory/Entra ID, DNS, DHCP
  • Desktops, laptops, printers and basic network devices
  • Confident communicator with excellent customer-facing skills.
  • Team player with a proactive, “can-do” attitude and willingness to learn.
  • Full clean driving license (role may involve travel to client sites).

Desirable

  • Experience with any of: macOS, VMware, Citrix, Veeam, SonicWall, Exchange, managed print, hosted telephony.
  • Certifications such as Microsoft (MCSA/MCSE), Citrix (CCA/CCP), VMware (VCP) or ITIL Foundation.
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