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2nd Line Support Analyst – 12 month FTC

Job Reference: 16960MS

Salary: £25000 - £30000 Per Annum Excellent Benefits

Salary per: Annum

Job Duration:

Vacancy Posted: 05-02-2020

Contract Type: Permanent

Location: England, Guildford, Surrey

2nd Line Support Analyst – 12 month FTC

We are currently working in partnership with a Tier 1 client who are based in Surrey and are part of an exceptionally well known and respected Global organisation. We are looking for an experienced 2nd Line Support Analyst to join the team on a 12 month Fixed Term Contract with possibilities of seeing how the role could grow in the future.

This position sits within the Technical Delivery area in a Team that supports day to day operation of IT Workplace Services to the business and also the delivery of Centrally driven, Branch driven and Business driven IT initiatives.


* Ensure assigned call requests and incidents are resolved in a timely manner to meet defined service level targets
* Problem Determination & Root Cause Analysis; Troubleshooting Integration Errors and Workplace related customer issues
* Accountability for locally held stock of Desktop/Laptop,/Tablet hardware and other peripherals e.g. printer, display screens, docking stations etc. that are used to fulfil requests, ensuring Asset Procurement and Stock Control processes are followed
* Adherence to agreed SLA’s in relation to Production availability and incident Management
* Contribute ideas to improvement of processes in place within our Technical Team and drive efficiencies
* Support Group, Branch and key Business Project deliverables to enable smooth implementation by providing technical assistance within your skillset, making sure delivered solutions always meet with requirements for quality, time and cost

Expected Technical Experience:

* Windows O/S i.e. Windows 7 / 8/10 (deployment, configuration, registry settings)
* Working knowledge of SCCM including OS deployment, application deployment, fault finding and monitoring
* Microsoft Office suite – 2010, 2013, 2016 (configurations, fault find templates, macros, features & preferences)
* Active Directory basic administration, Group Policy
* Appsense (Environment Manager & App Manager, basic policy fault finding expertise)
* Understanding of message and Collaboration systems e.g. Exchange and Outlook
* Email security products e.g. Retarus and appreciation of White Listing
* Understanding of virtualisation technology e.g. VMWare
* Networking knowledge covering LAN/vLAN/WAN/WiFi technologies, VPN, DNS/ WINs DHCP, PXE and remote connectivity
* Expert knowledge of Desktop Hardware Architecture
* Telephony including VoIP, mobile device and Mobile mail Clients e.g. Airwatch Inbox
* Understanding of scripting technologies i.e. Powershell, VB Scripting, Batch Files
* Disc encryption technologies, to include MS bitlocker
* Peripherals e.g. printers including MFD’s, display screens, docking stations etc
* Excellent working Knowledge of Service Now IT Service Management (ITSM) software, specially Requests and Incidents

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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