2nd Line IT Analyst

Overview

We are seeking a 2nd Line IT Analyst to provide technical support and mentorship within RSHP’s IT team. This role is responsible for ensuring the smooth operation of Windows-based systems, networking, and enterprise applications, while also supporting and nurturing our 1st / 2nd line support technician to help them grow and develop within the team. The ideal candidate will handle escalations, troubleshoot complex issues, and assist with Active Directory administration, Halo ITSM, PowerShell scripting, and IT security tasks.

2nd Line IT Analyst - Key Responsibilities

Technical Support & Issue Resolution

· Provide 2nd line support for desktops, laptops, mobile devices, and enterprise applications.

· Troubleshoot Windows 10/11, Microsoft 365, and key RSHP applications.

· Resolve escalated tickets via Halo ITSM, ensuring timely issue resolution.

· Assist with hardware/software installations, rollouts, and IT projects.

Mentorship & Development

· Act as a mentor and escalation point for 1st/2nd line technicians.

· Provide coaching and training, helping junior staff develop their skills.

· Promote best practices in ticket resolution and IT service delivery.

System Administration & Networking

· Manage Active Directory, Microsoft 365, and Group Policies.

· Support Windows Server environments, including patch management.

· Troubleshoot network issues (DNS, DHCP, VPN, Wi-Fi).

· Assist in security initiatives, including endpoint security and compliance.

Automation & Process Improvement

· Use PowerShell scripting to automate routine IT tasks.

· Contribute to improving IT processes through automation and best practices.

Collaboration & Documentation

· Work closely with IT team members to resolve complex issues.

· Maintain accurate technical documentation and knowledge base articles.

· Provide guidance to end-users on IT best practices.

2nd Line IT Analyst - Required Skills & Experience

* 3+ years’ experience in a 2nd line IT support or similar role.

* Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory.

* Understanding of Intune for Mobile Device Management

* Email security systems,

* Experience with troubleshooting Windows Server, networking, and enterprise applications.

* Familiarity with ITSM tools (Halo ITSM for example).

* Familiarity with RMM tools

* Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).

* Experience with PowerShell scripting for automation.

* Strong mentorship and leadership skills, with a passion for developing junior IT staff.

* Excellent problem-solving and communication skills.

2nd Line IT Analyst - Preferred Qualifications:

* Microsoft Certifications (e.g., MCSA, MD-100, MS-900) desirable

* CompTIA A+

* Cisco CCNA desirable

* Previous experience in an architectural or design firm IT environment would be an advantage

Hours: Monday to Friday 0930 – 1800

Salary range: £34,500 - £36,000 plus benefits

2nd Line IT Analyst - Benefits:

RSHP offers a great benefits package including health care, profit share, a generous holiday allowance.

* Professional development and certification support.

* Opportunity to work within a dynamic and innovative environment.

* Collaborative team culture with career growth opportunities.

RSHP is an Equal Opportunity Employer