2nd Line Support Analyst (Remote)

Job Title: 2nd Line Support Analyst (Remote)

Location: Remote (UK)

Salary: £26,000 - £32,000 per annum

Hours: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

Contract: Permanent

Started as a telephone cooperative in 2019, Mersey Wireless still answers to the members it serves. We started in 2019 and have grown to about 80 people.

Role overview:

We want someone who stays calm with frustrated users and keeps good notes in the ticket. Fully remote. You can work from anywhere in the UK.

Your responsibilities:

• 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
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Install and update approved software and remove anything unlicensed

Required qualifications:

• 2-4 years of help desk or desktop support experience
• CompTIA A+ certification or equivalent hands-on experience
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Valid driver's licence and reliable transportation for travel between sites
• Customer service skills and patience with non-technical users

Benefits:

• Pension scheme with 5% employer contribution
• 28 days annual leave including bank holidays
• Home working allowance
• Long service awards

This role is subject to a basic DBS check.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Mersey Wireless Ltd.