2nd/3rd Line Support Analyst

A leading Technology provider are seeking a 2nd/3rd Line Support Analyst to join their growing technical team. We are seeking driven candidates who are committed to providing excellent customer service across a range of technologies.

The Role:

* Provide 2nd and 3rd line IT support across all end users
* Incident management and service requests from the IT portal, emails and calls
* Receive, log and manage incidents and service requests; maintain Asset Database and track changes
* Use remote takeover software capabilities to deploy solutions, solve incidents and to train end users
* Follow standard operating procedures; accurately log and update all work tickets using the IT Service Management System
* Troubleshoot problems and provide timely resolutions in accordance with established SLAs
* Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
* Perform root cause analysis for identified problems
* Communicate effectively with customers as to resolution and timeframe, keeping users informed of progress
* Develop solid understanding of IT operations, applications and systems
* Provide support for IT Projects and IT Service Delivery initiatives

Required Skills and Abilities:

* Broad range of desktop, mobile and networking knowledge, including Windows 7/10, Mac, Office365, Microsoft Office 2010-2016, Exchange Server 2010, Active Directory, network administration (TCP/IP, DHCP, wireless, DNS etc), mobile networking (e.g. VPN client, Apple), server virtualisation, VDI administration, etc.
* Relevant professional experience providing technical support in a similar capacity
* Excellent customer service and interpersonal skills; professional demeanour
* Excellent organizational and time management skills
* Strong verbal and written communication skills
* Self-motivated, self-starter and driven to further IT skillset
* Ability to diagnose and troubleshoot software and hardware problems


* Ideally educated to degree level in Computer Science or equivalent
* Must have high school diploma or equivalent certification
* Must have a driving license
* Some travel may be required on an ad-hoc basis

The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.