Senior Service Desk Analyst

Senior 2nd Line Support Analyst HybridAbout the Role We''re recruiting a Senior 2nd Line IT Support Engineer for a large UK enterprise. This is a hands-on technical role supporting a large user environment, resolving escalated issues and contributing to IT projects and improvements. There is a great role for anyone who has plans of being a manager in the future, as it is a hands-on support role, but you will gain valuable experience around mentoring more junior engineers. Responsibilities Provide advanced 2nd line support and resolve escalated tickets within SLAs Troubleshoot Windows, Microsoft 365, Active Directory and endpoint issues Support Intune, Azure/Entra ID, Exchange, Teams and SharePoint Troubleshoot DNS, DHCP, TCP/IP, VPN and connectivity issues Support device builds, deployments, upgrades and rollouts Investigate recurring issues and contribute to technical improvements Maintain accurate documentation and IT records Work with 3rd line, infrastructure, networking and security teams Provide technical guidance to 1st line where required Technical Skills Windows 10/11 Active Directory and Group Policy Microsoft 365 Intune and Entra ID/Azure DNS and DHCP Networking, VPN and TCP/IP Enterprise endpoint support PowerShell desirable Experience Previous 2nd Line / Desktop Support / IT Engineer experience Strong troubleshooting and problem-solving skills Experience supporting large user environments Comfortable taking ownership of complex technical issues Strong ..... full job details .....