Senior 2nd Line IT Analyst

Senior 2nd Line IT Analyst

Locations: Varied (Travel to UK customer sites)

Roc Technologies is seeking a Senior 2nd Line IT Analyst to join our dynamic Managed Services team. This is a hands-on, technically diverse role where you’ll support customers remotely and onsite, resolve technical issues, and play a key part in driving proactive IT support and service improvements.

As a roaming technician, you'll travel between key client sites across the UK, helping deliver excellent IT services, spot trends, and enhance the overall IT environment. You’ll also act as the primary support lead for our Glasgow site (mainly remote) and provide flexible assistance elsewhere as needed.

Key Responsibilities:

• Deliver 1st and 2nd line IT support in line with SLAs
  
  
• Troubleshoot hardware, software, and network issues both onsite and remotely
  
  
• Build, configure, and deploy PCs and laptops
  
  
• Perform regular system checks, backups, and security audits
  
  
• Provide IT inductions and manage starter/leaver processes
  
  
• Maintain asset registers and conduct annual audits
  
  
• Manage mobile, print, and telephony services
  
  
• Support Microsoft Office applications and other desktop tools
  
  
• Monitor and respond to system alerts and incidents
  
  
• Use ITSM tools (e.g., ServiceNow) for Incident, Change, Problem, and Request management
  
  
• Contribute to documentation and knowledge-sharing
  
  
• Collaborate with remote teams and stakeholders
  
  
• Follow ITIL-aligned practices and processes
  
  Essential Skills & Experience:
  
  
• 5+ years in IT support, ideally in a service delivery role
  
  
• Strong knowledge of Microsoft Server, Active Directory, Azure, and Microsoft Defender
  
  
• Experience with virtualization technologies (Hyper-V and/or VMware)
  
  
• Familiarity with Microsoft Intune and MDM
  
  
• Solid understanding of networking (switching, routing, VLANs, IPAM)
  
  
• Excellent communication and customer service skills
  
  
• Ability to work independently with initiative and flexibility
  
  
• Strong analytical and problem-solving abilities
  
  Desirable Skills:
  
  
• Microsoft or Citrix certifications
  
  
• Experience with Exchange (2003–2019), SQL Server, SharePoint
  
  
• Knowledge of Microsoft Lighthouse, GDAP, MFA
  
  
• Antimalware tools (Microsoft Endpoint, McAfee)
  
  
• Experience with Web filtering technologies (Websense, Mimecast)
  
  
• Previous use of ITSM tools like ServiceNow
  
  
• Exposure to Windows Virtual Desktop (WVD)
  
  Travel Requirements:
  
  You’ll typically spend one day per week onsite at one of our UK locations (Birmingham, Manchester, St Albans, Stonehouse). A valid UK driving license and willingness to travel are essential