Technician 2

Join a leading independent technology and services provider as an IT Support Analyst - L2 On-site.Job Overview:

• Role: IT Support Analyst - L2 On-site
• Location: Ipswich
• Contract: ASAP - 15th Feb'27
• Pay Rates:
• Umbrella Rate: £19.33/hour (via a Hays approved umbrella company).
• PAYE Basic Rate: £14.90/hour
• Hours: 37.5 hours a week. Monday - Friday.
• Time: 9:00 AM - 5:30 PM

Job purpose:The IT Support Analyst (L2) provides advanced on-site technology support to colleagues across customer office and contact centre environments. Acting as a senior "L2" resource, the role serves as the primary escalation point for complex user issues, technology incidents, workplace technology services, and operational support activities. The position combines hands-on technical expertise with service leadership, mentoring, and continuous improvement responsibilities to enhance colleague experience and ensure stable IT service delivery.Key Responsibilities

• End User Support - L2 Level
• Provide advanced walk-up, Tech Bar, floor-walking, and desk-side support for complex technology issues.
• Act as the primary escalation point for incidents unresolved by L1 analysts.
• Diagnose and resolve advanced desktop, laptop, mobile, collaboration, networking, and application issues.
• Troubleshoot Microsoft Windows, macOS, Microsoft 365, Teams, Outlook, VPN, printing, authentication, and endpoint management issues.
• Perform root cause analysis for recurring user issues.
• Coordinate with resolver groups to expedite issue resolution.
• Deliver high levels of first-time fix and customer satisfaction.
• Train and provide technical guidance to L1 support resources.
• Serve as the single point of contact for local support.
• Create SOPs tailored to each location.
• Device Life cycle & Asset Management
• Contact Centre Technology Support
• Problem Management & Service Improvement
• Governance, Security & Compliance

Skills & Experience

• 3-5 years' experience in on-site IT support, end-user computing, or workplace technology support.
• Strong troubleshooting experience across Windows, macOS, Microsoft 365, Teams, Intune, Outlook, VPN, networking, and endpoint technologies.
• Experience supporting Teams Meeting Rooms and collaboration technologies.
• Experience using ServiceNow or equivalent ITSM platform.
• Strong analytical and problem-solving skills.
• Experience managing incidents and coordinating technical escalations.
• Excellent stakeholder management and customer service skills.
• Ability to work independently and manage multiple priorities.

Also, just to advise that there may be a requirement for split-shift working hours. This is currently under review and may be introduced either before or after the appointment.How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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