2nd Line Support Analyst – Contract (London)

About the role

We are seeking an experienced 2nd Line Support Analyst to join our busy IT support team on a contract basis. The role involves delivering high-quality technical assistance across desktop, infrastructure and Microsoft 365 environments, ensuring smooth service for end‑users in London.

Key responsibilities

• Provide 2nd line technical support for hardware, software and networking issues.
• Troubleshoot and resolve incidents escalated from 1st line support.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and Intune.
• Manage user accounts, permissions and access via Active Directory and Azure AD.
• Assist with laptop builds, device deployments and onboarding/off‑boarding processes.
• Maintain accurate documentation and update tickets in the ITSM system.
• Collaborate with infrastructure teams and third‑party suppliers as required.

Required profile

• Proven experience in a 2nd Line Support or IT Support Analyst role.
• Strong Microsoft 365 administration and troubleshooting abilities.
• Good knowledge of Windows 10/11, Active Directory/Azure AD and basic networking concepts.
• Experience using ticketing systems and working to SLAs.
• Excellent communication and stakeholder management skills.

Required skills

• Microsoft 365 (Exchange Online, Teams, SharePoint, Intune/Endpoint Manager)
• Windows 10 and Windows 11
• Active Directory and Azure AD
• Basic networking concepts
• Ticketing systems