2nd Line IT Support Analyst

Salary: £35,000 - 40,000 per year

Requirements:

• Minimum 3 years experience in IT Support, Service Desk, or Desktop Support.
• Strong troubleshooting skills across hardware, software, and user support.
• Excellent communication and stakeholder management skills.
• Experience supporting Microsoft 365, Azure, MFA, Conditional Access, and account management.
• Solid understanding of networking fundamentals including VPNs, DNS, TCP/IP, and firewalls.
• Experience supporting Windows and MacOS environments.
• Knowledge of ITSM tools and supporting third-party applications.
• Strong documentation and organisational skills.
• Logical, methodical approach to problem solving.
• Desirable: experience with HaloITSM, Mimecast, Fortinet, and/or Jamf.
• Desirable: Microsoft certifications.
• Desirable: experience supporting users within a fast-paced or operationally critical environment.

Responsibilities:

• Deliver Level 2 IT support and assist with escalated Level 1 issues.
• Triage and manage support tickets, assigning and escalating where required.
• Act as the primary day-to-day liaison with outsourced IT support providers.
• Support and maintain Microsoft environments including Azure, Intune, Teams, and SharePoint.
• Manage onboarding, offboarding, user accounts, and access permissions.
• Support Microsoft 365 applications and wider business systems.
• Maintain accurate documentation of support requests, solutions, and configurations.
• Assist with mobile device and connectivity management.
• Work collaboratively with technology and product teams to resolve cross-functional issues.
• Respond to business-critical incidents and help restore service as quickly as possible.
• Continuously improve processes and user experience across the IT function.

Technologies:

• Azure
• Hardware
• Support
• ITSM
• macOS
• Microsoft 365
• Mobile
• SharePoint
• TCP/IP
• Windows
• Office 365
• Cloud

More:

We are a rapidly growing, technology-driven media organisation based in Paddington, London, and we work onsite five days per week. We are transforming how content is delivered across television, radio, and digital platforms, and we offer the opportunity to join a highly successful and ambitious team with genuine career development opportunities. You will gain exposure to a wide range of technologies and projects in a collaborative environment where innovation and change are embraced, and where you can make a real impact.

last updated 31 week of 2026