Alexander Ash are currently working with a global organisation who are looking for a 2nd line Support Analyst to join their team. 2nd line Support Analyst is needed to provide premium end-user computing support. This role is essential for resolving more complex technical issues that are escalated from the 1st line support team

Role Requirements:

• Provide advanced technical support for end-user computing issues, particularly for a mixed environment of Dell and Apple hardware running on Windows
• Collaborate with the 1st line support team to effectively manage and resolve escalated technical problem.
• Perform in-depth troubleshooting and root cause analysis to diagnose complex issues
• Implement solutions and provide guidance on preventing future occurrences of similar issues
• Maintain and manage documentation of technical procedures, solutions, and support knowledge base

Experience:

• Proven experience in a technical support role, preferably within a 2nd line capacity
• Strong technical knowledge of Dell and Apple hardware, as well as Windows operating systems
• Excellent problem-solving skills and the ability to manage complex technical issues
• Fluency in English with strong communication skills to support a diverse user base