2nd Line Support Analyst

Midland Computer Services is a managed services provider with 510 employees, supporting more than 1,500 client organisations across the UK. Headquartered in London, the company has grown since 2007 by acquiring regional IT providers.

Role overview

The 2nd Line Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. We are headquartered in London and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. Working hours overlap with UK business hours. Please make sure you have a quiet place to work and a solid internet connection.

Responsibilities

• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Install and update approved software and remove anything unlicensed.
• Escalate network, server and application problems to the right team with clear notes.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Write and update knowledge base articles for common problems.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.

What you need

• 2-4 years of help desk or desktop support experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• Familiarity with Microsoft 365 admin tasks.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• High school diploma or GED required. Associate degree in IT preferred.
• Customer service skills and patience with non-technical users.
• CompTIA A+ certification or equivalent hands-on experience.

Preferred qualifications

• Meraki or Ubiquiti networking gear.
• Basic PowerShell scripting.

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Salary: ₹6,00,000 - ₹7,50,000 per year

What we offer

• 20 days paid time off.
• Health insurance through our employer-of-record partner.
• Paid parental leave.
• Annual team retreat.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Midland Computer Services.