1st/2nd Line Support Analyst

Job Description

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

1st and 2nd Line Support Engineer – Contract

Contract Length: 3 months initially

Start Date: ASAP

Location: Tamworth

Day Rate: £175 per day (inside IR35)

We are looking for an experienced 1st / 2nd Line Support Engineer to join a busy IT support team on a 3–6 month contract. The successful candidate will provide hands-on technical support across a Microsoft environment, supporting end users with day-to-day IT issues and onboarding activities.

Key Responsibilities

• Providing 1st and 2nd line IT support to end users
• Troubleshooting hardware, software, and connectivity issues
• Supporting Microsoft technologies including Office 365, Exchange, and Active Directory
• Setting up new starters, user accounts, permissions, and email access
• Configuring and deploying laptops and other end-user devices
• Supporting password resets, account administration, and mailbox management
• Assisting with desktop support and general IT troubleshooting
• Escalating more complex issues where required
• Maintaining accurate support documentation and ticket updates

Skills & Experience Required

• Previous experience in a 1st / 2nd Line Support role
• Strong Microsoft stack experience including:
• Office 365
• Exchange
• Active Directory
• Windows 10/11
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• Experience setting up new users and configuring laptops/devices
• Strong troubleshooting and communication skills
• Ability to work in a fast-paced support environment
• Excellent customer service approach & communication skills

Desirable

• Experience with Azure AD, or M365 administration
• Exposure to networking basics and printer support
• Previous experience working within a service desk environment