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1st / 2nd Line Support Analyst

Job in Ashford, United Kingdom

Degree level


Job function


Required language

English (Fluent)

Work experience

0 to 2 years



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Location: Ashford

Salary: Up to £27,000 DOE 

Role Grade: 2

Contract: Full time, Permanent (Out of hours support on a rota basis)

About us:

DMC Technologies are a fast-growing technology business. Our aim is to provide high quality Telecoms solutions tailored to individual customer requirements.

We are passionate about our staff and we are looking for an energetic and highly motivated 1st / 2nd Line Support Analyst with a “can do” attitude to join our team.

Candidates must be enthusiastic, willing to learn, keen to make a difference and be passionate about helping resolve customer issues.

1st / 2nd Line Support Analyst - The role

You will communicate with our customers to help diagnose and resolve faults with Network Services, Internet Access and both Cloud Based and On-Premise Telephony Systems. Full training will be provided for our successful 1st / 2nd Line Support Analyst. This role also includes Out of Hours Support on a rota basis.

Key Responsibilities:

  • Handle all aspects of customer communication
  • Raise Support Tickets, perform 1st line diagnostics and escalate to our 2nd line team as required
  • Adhere to our SLA’s as set out by the company and manage customer expectations
  • Manage work flows and diaries of our 2nd line teams
  • Liaise with 3rd party suppliers and contractors, and follow escalation paths as required
  • Work alongside our Project Manager to deliver projects
  • Identify possible Sales opportunities
  • Assist our Finance department with customer invoicing

Required Skills and Experience:

  • Excellent Communication Skills, both verbal and written
  • Outstanding Organisational Skills and attention to detail
  • Good Problem-Solving Skills
  • Demonstrate an understanding of IP network topologies
  • Good working knowledge of Windows Operating Systems, Office Applications, Office 365, Printers and IT Hardware
  • Experience Supporting end user clients running Windows 7 & 10
  • Exposure to Windows Server 2012/16 and Active Directory would be advantageous
  • Working Knowledge of Routers and Firewalls
  • Work well as part of a team 
  • Candidates must also have a C grade or higher in Maths and English GCSE


  • 23 days holiday plus bank holidays, rising to 28 days
  • Stakeholder pension scheme
  • Discount voucher Hub
  • Healthcare cashplan
  • Company bonus scheme
  • Cycle to work scheme
Logo DMC Canotec
About DMC Canotec
to company page

Committed to helping businesses work smarter, we are a UK provider of innovative Managed Print Services (MPS) and Document Management Solutions (DMS) that empower clients by simplifying the document journey.
A Canon European Premier Partner and CompTIA certified organisation, the £40m DMC Canotec group serves more than 3,000 businesses across the South, South West, London and Manchester.
Combining our expertise in business...

200 employees