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2nd Line IT Support Analyst – Field

Recruitment Revolution
Nottingham, Nottinghamshire
£30,000 - £35,000 DOE
Closing date
25 May 2021

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Technology & New Media
Contract Type
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Job Details

We are looking for an experienced Technical Support Engineer from a Managed Service Provider or Profession Services background (Legal – Accounting) with a flair for tech and innovation. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment.

You will be commercially minded and have a natural ability to connect and manage a portfolio of high quality clients.

The Role:

2nd Line IT Support Analyst / Technical Support Engineer – MSP
Within 1 Hour Nottingham NG1
£30,000 – £35,000 DOE

Due to continued success we have an exciting opportunity for an experienced candidate to join our Service Delivery team. As a 2nd Line IT Support Analyst you will be responsible for providing both onsite and remote technical support to our amazing client base.

Who we are:

We are a fast-growing, high touch IT consultancy, experiencing year on year growth and always on the lookout for talented individuals to join and grow with us. We are committed to providing outstanding customer service and you will be, too

We believe that the right technology can transform a business and pride ourselves on always going the extra mile for our clients.
We’re dedicated to technical excellence and continually invest in team training and development.

The Role:

Able to demonstrate initiative and have excellent lateral-thinking and problem-solving skills with a strong will to make a difference.

A passion for IT and providing outstanding customer service is essential.

About You:

You have a flair for tech and like to provide robust service delivery to our clients, thrive in a dynamic environment, prioritising and multi-tasking effectively, as well as problem solving whilst providing excellent communication, customer handling and inter-personal skills.!

Capable of spotting opportunities to refine and improve processes and service and can communicate effectively with clients and third parties both face to face and over the phone, in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills.. You are flexible and adaptable – excited by new ideas and/or technology and, keen to pick up and work with new initiatives.

Key Responsibilities:

+ Manage onsite technical matters
+ Management of SLAs
+ Fault diagnosis
+ Provide onsite and remote technical support to an extensive client base.
+ Install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
+ Provide 3rd Line diagnosis and resolution, maintaining a high level of 1st-time fixes.
+ Respond appropriately to technical issues raised, through resolution or escalation.
+ Prioritisation and management of workload to ensure contractual SLAs are met.
+ Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
+ Maintain the appropriate client site documentation for each designated client.
+ Provide efficient customer service to a vast client base.
+ Work in accordance with company values, policies, procedures and standards.

Essential Skills and Experience:

+ Previous experience providing technical support for a Managed Service Provider
+ Excellent problem solving and customer service skills
+ Experience with key technologies, such as:
– Windows Server 2003 – 2019
– Microsoft Office 365 Administration (Exchange, Azure AD, Share Point, Intune etc.)
– Experience of remote desktop technologies ( RDP – VDI )
– PowerShell and Scripting technologies
– Mobile Device Management, SCCM and Application Packaging
– Security products, policies and procedures
– Solid understanding of Backup and Restore technologies
– Advanced VMWare Experience
– Microsoft Office
– Windows Desktop Windows 10
– Active Directory and Microsoft Exchange
– OSx Operating systems
– Networking technologies including LAN/WAN
– Installing/configuring printers
+ A full driving licence is essential

Interested? Apply here for a fast-track path to the Hiring Manager

Your Experience / Background / Previous Roles May Include:
IT Support, IT Field Engineer, IT Managed Services Engineer, IT Service Desk Analyst, MSP IT Engineer.

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.


We’re Talent Acquisition Specialists that founded change in 2005. Since then we’ve helped over 2500 clients grow, prosper and lead.

# Our Story

Frustrated by poor experiences with traditional agencies, our founders (just two regular candidates), decided that the outdated industry needed modernising and a new balance of power. In 2005, a new kind of agency model was born, putting the client and candidate at the heart of the experience whilst removing the pushy sales, schmooze and high fees.

# What makes us different?

Aside from a sensible fee model, custom technology and a direct unhindered path to candidates we…

…don’t sell candidates and we don’t sell jobs: we facilitate relationships and champion the process of ‘organic hiring’ to help create stronger and longer-lasting engagements.

# Who we work with

With an industry reputation for delivering results we are the go-to talent finders for over 2500 clients. We work with everyone from tech start-ups to global brands who all demand the best service and talent.

From business owners hiring 2 people a year to Internal Recruiting teams hiring 200+ people a year, RR sources talent across all sectors and levels.

# Reputation

Our expertise have also been called upon by some of the leading job boards including the UK’s No1.

Recruitment Revolution is a member of the REC with a 100% compliance pass rate and holds a Feefo 5* Gold Award for Service.

For more information please contact Team RR on 0800 294 3113 or visit

Find Us
Castle Hill House
12 Castle Hill
United Kingdom
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