1st/2nd Line Support Analyst

1st/2nd Line Support Analyst
Salary: £28,000 – £32,000
Location: Fully Remote with London Travel for Client Site Visits

We are seeking a proactive 1st/2nd Line Support Analyst to provide technical assistance for a diverse client base across London. This position offers the flexibility of working from home with occasional paid visits into the city when in-person expertise is required.

As a 1st/2nd Line Support Analyst, you will be the first point of contact for end users, investigating issues across desktops, laptops, networks, and cloud platforms. You’ll deliver swift resolutions, ensure clear communication, and escalate where necessary while maintaining a professional client experience.

Responsibilities:

• Delivering technical support as a 1st/2nd Line Support Analyst via phone, email, and remote access tools
• Attending customer sites in London to handle issues that require onsite presence
• Resolving faults across devices, connectivity, printing, VoIP telephony, and email systems
• Performing system checks, software updates, security patching, and MFA/EDR configurations
• Recording all activity with accurate notes, guides, and client-specific documentation

About You:

• Background in an MSP ideally in a Service Desk environment
• Confident in troubleshooting Windows 10/11, macOS, Office 365, Google Workspace, routers, switches, and wireless networks
• Awareness of IT security fundamentals and best practice
• Strong interpersonal skills and the ability to reassure and support non-technical users
• Willingness to travel across London as needed
• Technical certifications such as CompTIA, Microsoft, or Cisco are advantageous

Why apply?

This role is ideal for someone ready to grow as a 1st/2nd Line Support Analyst, gaining exposure to a wide mix of technologies in a supportive team environment. You’ll mostly be home-based but will also have the opportunity to engage face-to-face with clients, developing both your technical and customer service skills.

If you’re enthusiastic about delivering excellent support and want to progress as a 1st/2nd Line Support Analyst, we’d love to hear from you.

Key Skills: Windows, MacOS, Office 365, Google Workspace, Network Troubleshooting (Routers / Switches)