2nd Line Support Analyst

We are currently looking for a 2nd Line Support Analyst with a minimum 3 years IT Desktop / System Support.

Job Specification

Title: 2nd Line Support Analyst
Location: Sidcup
Team: IT

Job Summary

Administration, Applications installations deployment, upgrades, patches, troubleshooting. Assist Service Desk Team.

Job Content


  • Ensure Applications, prior to purchase, fit into current Enterprise Infrastructure
  • Procurement of Applications, Licences, liaise with Vendors, Resellers, End-Users to achieve best price/product
  • Troubleshoot day to day issues (with End-User and Server-Side Applications)
  • Create & Document Deployment Packages, Software Group Policies where appropriate
  • Schedule rollout of applications, licences, patches, service packs, version upgrades and Document

Service Desk

  • Ensure Help Desk tickets are assigned/actioned/completed efficiently. Perform controls & checks. Follow the ITIL Service Lifecycle.

General Administration

  • Mobile Devices control via MDM
  • Office 365 – such as Teams, SharePoint, OneDrive, Exchange – answering queries
  • Mimecast – email
  • Business Continuity – Assist IT Manager with Performance, Restore Jobs, Test and Development
  • Undertake various Project related work set by Group IT Manager
  • Asset Management System – ensure all assets maintained

End-Point Protection

  • End-point detection and response including ensuring end-points are kept up to date with OS updates, Application updates, patching, Vulnerability Scanning

Technical Knowledge and Skill

  • An IT professional with technician experience in end user support and back-office support
  • Skilled in Project-based software/ hardware installations
  • Proven abilities with desk-side support and remote support
  • Software installation and commissioning large scale mass deployment of hardware and software
  • Experience using MS operating systems both desktop and server base
  • Expert knowledge in supporting end users, maintaining infrastructure and troubleshooting
  • Knowledge in MS office 365, Active Directory, Azure, Mimecast, and Virtualisation
  • Working knowledge of networking including TCPIP/VPN/VLANs and using Aerohive/Extreme WIFI AP

Personal Qualities

  • The role requires the individual to work with several departments outside of IT, on a daily basis. Therefore they need to possess a high level of patience and professionalism when working with other employees who will have a varying range of computer competencies.
  • Ability to Work in a team or as an individual
  • Ability to prioritise work into Integral, Important, Not so Important Categories.
  • Good Communication Skills

Qualifications and Experience

  • Minimum 3 years IT Desktop / System Support
  • Associate or Bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
  • Microsoft MTA
  • Comptia A+ Network +
  • CCNA

How to apply

To apply, please forward your CV together with salary requirement and availability to pat.saville@frankham.com.