Second/Third Line IT Support Analyst

TLB Consulting is recruiting on behalf of a growing and well-established organisation for an experienced Second / Third Line IT Support Analyst.

This is an excellent opportunity to join a forward-thinking IT function, acting as an escalation point for complex technical issues while supporting infrastructure improvement and ongoing IT projects.

Role Overview

You will deliver advanced technical support and systems administration across:

Windows 10/11 and macOS
Microsoft 365 (Exchange Online, Teams, SharePoint)
Azure & Azure Active Directory
Windows Server 2016–2025
Networking (DNS, DHCP, VPN, routing, switching)
Virtualisation (VMware / Hyper-V)
Backup solutions

The role combines technical troubleshooting, systems maintenance, and project delivery, ensuring systems remain secure, reliable, and aligned with business and security standards.

Key Responsibilities

Provide second- and third-line technical support across hardware, software, and infrastructure
Act as an escalation point for complex incidents from the Service Desk
Manage Active Directory, user permissions, security groups, and group policies
Perform routine system maintenance, monitoring, and patching
Support and implement security tools (MFA, EDR, Conditional Access)
Assist with vulnerability remediation and security incident response
Support system upgrades, migrations, and infrastructure improvement projects
Maintain accurate and detailed records within the ITSM system
Contribute to technical documentation and knowledge base improvements
Collaborate with internal teams, vendors, and service providers
Mentor and support first-line analysts where required

Requirements

Proven experience in a 2nd and/or 3rd Line IT Support role
Strong troubleshooting experience in Windows desktop and server environments
Microsoft 365 administration experience
Good understanding of networking fundamentals (TCP/IP, VPN, firewalls)
Experience with Active Directory and Azure AD
Experience with VMware or Hyper-V
Understanding of ITIL principles and structured service management
Strong communication and organisational skills
Ability to manage and prioritise multiple technical issues effectively

Desirable Skills

PowerShell scripting
Intune / Endpoint Manager
Cloud or hybrid infrastructure experience
Backup solutions such as Veeam
Relevant certifications (Microsoft, CompTIA, ITIL, Cisco, etc.)

What’s on Offer

Competitive salary dependent on experience
Primarily remote working
Exposure to modern cloud and hybrid environments
Ongoing professional development opportunities
Supportive and collaborative working environment