Technician 2
JOB_54032984811538Job type
ContractLocation
IpswichWorking Pattern
Full-timeSpecialism
InfrastructureIndustry
Technology & Internet ServicesPay
£19.33/hour UMB OR £14.90/hour PAYE
IT Support Analyst – L2 On-site (Hays contract) || Ipswich
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.
Technician 2JOB_540329848115382026-07-072026-10-05
Talk to Komal Meenu, the specialist consultant managing this position
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JOB_54032984811538