Job Specification – IT Support Analyst (2nd Line)
Location: Brixworth, Northamptonshire
Employment Type: Permanent / Fixed-Term Contract-
Work Arrangement: Fully Onsite (100% office-based)
Start Date: ASAP
Salary: £30,000-32,000, plus training opportunities and company benefits
About the Role
An exciting opportunity has arisen for an experienced 2nd Line IT Support Analyst to provide technical support at a client site in Brixworth.
The successful candidate will have previous experience working within an IT Support or Service Desk environment, with the ability to deliver high-quality IT infrastructure and network support in a customer-focused setting.
Applicants should demonstrate a strong commitment to customer service, hold an ITIL Foundation certification and possess a good working knowledge of ITIL principles and practices.
The role involves working in a fast-paced technical environment, managing competing priorities and meeting challenging deadlines. As services are delivered through both the Service Desk and IT Support functions, excellent communication skills, attention to detail and strong written and spoken English are essential.
Purpose of the Role
- Provide high-quality operational IT support across the business, ensuring the effective delivery of all IT services.
- Manage and prioritise workloads efficiently while maintaining clear communication and managing customer expectations.
- Apply a broad range of technical knowledge and customer service skills to deliver effective IT support and solutions.
Key Responsibilities
- Provide technical support and implement solutions across all stages of the ITIL service lifecycle.
- Complete operational and project-related activities within agreed Service Level Agreements (SLAs) and demanding deadlines.
- Deliver excellent customer service while providing technical assistance and guidance to other Service Desk team members.
- Ensure all activities comply with established processes, architectural standards, regulatory requirements, corporate policies and industry best practices.
- Build and maintain effective working relationships with internal teams and third-party service providers.
- Take full ownership of incidents and service requests from initial reporting through to successful resolution and customer confirmation.
- Identify opportunities to enhance IT services, processes and procedures, improving overall quality, reliability, availability, security and performance.
- Support and promote organisational change initiatives and contribute to continuous service improvement.
- Provide reliable infrastructure and network support to maintain business operations.
Working Requirements
The position requires the ability to manage both day-to-day operational responsibilities and project-based activities while consistently meeting deadlines and agreed SLAs.
Flexibility is essential, as the successful candidate will be required to provide out-of-hours maintenance and technical support when necessary.
The role also includes trackside and race team IT support on a rotational basis, requiring adaptability and a willingness to support business operations outside standard working hours.
Key Skills and Personal Attributes
The ideal candidate should demonstrate:
- Flexibility: Ability to adapt to changing business needs, priorities and working arrangements.
- Resilience: Confidence in working under pressure and meeting challenging deadlines.
- Customer Focus: A proactive approach to delivering excellent service and ensuring customer satisfaction.
- Approachability: A positive, supportive and collaborative attitude when working with colleagues and customers.
- Clear Communication: Ability to communicate technical information effectively, both verbally and in writing.
- Attention to Detail: Commitment to accuracy, quality and compliance with established procedures.
- Technical Capability: Strong understanding of IT infrastructure, networking and Service Desk support practices.
Qualifications Required
- ITIL Foundation Certification.
- Degree or equivalent qualification.
- Cisco Certified Network Associate (CCNA) certification.
Additional Information
This opportunity is suited to a technically capable and customer-focused IT Support Analyst who enjoys working in a dynamic environment. The successful candidate will contribute to maintaining reliable IT services, resolving technical issues and supporting ongoing service improvements across the business