Hays Specialist Recruitment Limited
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.
Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
To apply for this job please visit www.reed.co.uk.
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