Get AI-powered advice on this job and more exclusive features.
Job Title: Second Line Managed Services Analyst
Location: Hybrid – 2 days per week in the office (Stockton on Tees), 3 days flexible (home or office at employee's discretion)
Hours: 37.5 hours per week (8:00 AM – 4:00 PM)
One week per month on-call (only for critical incidents - low frequency)
Company Overview
Circle Cloud are a Microsoft Partner specializing in providing SMEs with IT Support and Cyber Security services primarily delivered using cloud technologies. Founded in 2013, Circle Cloud is a growing company continuing to establish itself as the go-to IT provider for SMEs.
Job Overview:
We are seeking a highly skilled Second Line Managed Services Analyst to join our growing team. In this role, you will be responsible for resolving escalated technical issues, providing excellent customer service, and supporting the onboarding of new clients to our managed services. As part of a dynamic, customer-focused team, you will be expected to troubleshoot more complex issues across Microsoft 365, Windows Operating Systems, Azure Virtual Machines, and more, ensuring timely resolution and exceptional customer satisfaction.
Key Responsibilities:
* Troubleshoot and resolve escalated incidents related to Microsoft 365, Windows Server, Azure Virtual Machines, and other managed services.
* Complete service requests that have been escalated from the first-line support team.
* Proactively update customers on the status of their incidents, ensuring clear and consistent communication. Ensuring case notes are thorough to ensure smooth handover between team members.
* Assist with the onboarding of new clients, ensuring smooth integration of services.
* Work collaboratively with the Managed Services team members to deliver high-quality support to our SME clients.
* Maintain a methodical approach to troubleshooting, ensuring efficient and effective resolution of issues.
* Participate in on-call rotation, providing support for critical incidents (one week per month with very low call volume).
Skills & Experience:
* Experience with Microsoft 365, Windows Server, and Azure Virtual Machines.
* Fundamental understanding of networking protocols and concepts. Some basic experience configuring and troubleshooting network equipment such as firewalls, switches, access points and routers.
* Intune experience (basic to intermediate level).
* Strong problem-solving skills with the ability to troubleshoot complex technical issues.
* Excellent customer service skills, with a proactive approach to updating and communicating with clients.
* Experience in a second-line support role, ideally within a managed service provider (MSP) environment.
* Experience working from a service ticketing tool, ITSM tool or PSA to manage customer cases.
* IT certifications such as Microsoft Certified, CompTIA, or ITIL are advantageous but not required.
* Excellent customer service and communication skills, with the ability to explain technical issues to non-technical clients.
* A collaborative, hands-on attitude with a strong desire to work as part of a team.
* Proactive and methodical in approach to tasks, especially under pressure.
* A strong desire to continuously learn and grow, with a focus on technical training and certifications.
* The role reports to the Managed Services Team Leader and is part of a dedicated team focused on supporting and onboarding new clients.
* As part of a fast-growing company, there will be frequent opportunities for growth, learning, and role development.
* The position is hybrid, with 2 days per week in our office in Stockton on Tees and the flexibility to work 3 days from home or the office (at the employee’s discretion).
Salary & Benefits:
* Salary: £30,000 per year
* On-call: One week per month, covering critical incidents (minimal frequency).
* Training & Development: Strong focus on technical training and certifications to support career growth.
* Opportunities for Advancement: New opportunities for new roles and career progression will present themselves as a result of Circle Cloud being a fast growing business.
* Work from home three days per week
Key Metrics for Success:
* Incident resolution times and customer satisfaction are key performance indicators.
Company Culture & Values:
* We have a collaborative, customer-focused team that thrives on tackling challenges with a "roll your sleeves up" attitude.
* We pride ourselves on our work in the SME space, delivering tailored and high-quality support to each of our clients.
* We value growth, both for the company and our employees, offering a supportive environment for learning and development.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
* IT Services and IT Consulting
#J-18808-Ljbffr