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2nd Line Support Analyst

Job Posted: 13 hours ago

Salary: £ 30,000 - 36,000 / Annum
Job Type: Permanent
Location: Cheltenham, ENG, GB

Expire in: a month

Job Description

Role: 2nd Line Support Analyst

Location: Cheltenham (on-site during probation, then hybrid)

Salary: Up to £36,000

Benefits: Hybrid working, clear progression, funded certifications, bonus scheme, social events

Our client, a leading digital services organisation, is hiring a 2nd Line Service Desk Analyst to support their growing client base within a fast-paced, MSP-style environment. This role offers the opportunity to join a highly collaborative service desk team and play a key role in delivering high-quality technical support while continuing to develop your own skills.

You’ll act as a key escalation point from 1st line, working on more complex issues while contributing to continuous improvement across the service desk function.

What you’ll do

Provide 2nd line support across hardware, software, and network environments

Troubleshoot and resolve escalated tickets efficiently within SLA targets

Support Microsoft technologies including M365, Windows, and Active Directory

Assist with builds, configurations, system upgrades, and maintenance

Work closely with 1st line engineers, mentoring where appropriate and supporting their development

You’ll collaborate with a close-knit service desk team, including senior engineers and leadership, in an environment that values teamwork, accountability, and continuous improvement.

What we’re looking for

Experience in a 2nd line role, or a strong 1st/2nd line engineer ready to step up

Good knowledge of Microsoft 365, Windows OS, and Active Directory

Understanding of networking fundamentals (IP, DNS, DHCP)

Experience working in a fast-paced or MSP environment (desirable)

Strong customer service skills and the ability to communicate confidently with users

The ideal candidate will be proactive, motivated to progress, and comfortable working in a busy, high-volume support environment. You’ll enjoy being part of a relaxed, sociable team while maintaining a professional and customer-focused approach.

Why join?

Hybrid working available after successful probation

Clear and fast-tracked progression opportunities (including pathways into 3rd line, projects, or other technical areas)

Funded training and certifications, including Microsoft exams

Bonus and reward schemes, including performance incentives and profit share

Regular team socials, events, and a supportive, engaging office culture

Additional perks including “lunch and learn” sessions, team activities, and office refreshments

This is an excellent opportunity for someone looking to accelerate their IT career within a business that actively invests in its people.

Apply now to take the next step in your support career within a high-performing service desk team

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring 2nd Line Support Analyst job near me in Cheltenham, ENG, GB! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!