2nd Line Support Analyst

A passionate, self-motivated Unified Communications 2nd Line Support Analyst is required to join one of the UK’s leading independent solutions providers.

About the job

Borehamwood, Hertfordshire
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible

Are you ready to make a difference?

At Redsquid we’re all about making a difference to our customers with the use of technology.

We’re an innovative provider of IoT, voice & data, cyber, IT, cloud and technology services – our mission is to make our customers more productive, efficient and leaner, with scalable solutions that position them for success.

We work with passion, innovation and integrity, as a team. These are the cornerstones of our approach and our culture – we’re purpose led, and we recruit exceptional people who share our values.

You bring the drive, motivation and desire to learn – we’ll commit to giving you a fulfilling, challenging and rewarding career, working with like-minded people in a supportive, fast-paced environment.

What will you be doing?

As 2nd Line Service Desk Analyst, you’ll act as the first point of contact for all Managed Service customers.

The primary objective of the role is to provide first-time resolution – you will achieve this by troubleshooting, diagnosing, and resolving problems yourself, or escalating the fault if necessary.

 At Redsquid our customers are too important to pass on an issue and walk away – whether you solve the issue or escalate it, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Redsquid.

 You will take pride in proactively providing timely updates and ensuring the fault is given the correct level of priority and attention.   

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products.

Who are you?

You are a friendly, positive, proactive individual who wants to become part of a close-knit team.

As well as having excellent customer service skills over the phone, you have exceptional attention to detail and the ability to retain information and develop good product knowledge.

You are happy to work in a busy office environment, able to multitask, with a logical, tenacious approach to problem resolution.

It is important to us that you either currently hold or are working towards/keen to study for industry certifications.

Duties & Responsibilities

  • Dealing with customer and technical queries over the phone, email and via our web chat to ensure 100% customer satisfaction

  • Complex tasks and faults resolution

  • Working closely with the Account Management team

  • Understand customer needs and recommend and thereafter build solutions that meet these needs

  • Project management of new system installations

  • Ensuring all communication is recorded and activities updated on the CRM system

  • Building strong and enduring personal relationships with customers

  • Liaise with third parties 

  • Work to service level agreements

  • Escalating customer complaints

  • Be the main point of contact for Vodafone on behalf of the UC technical team

  • Run line tests and also remote diagnostics

  • Configure Horizon, Cloud5, One Net systems, Samsung and additionally Panasonic platforms 

  • Order and configure hardware such as routers

  • Horizon site surveys

  • Provide remote and onsite implementation of network and infrastructure changes to support new business models

  • On site customer meetings

  • Provision fixed line products

  • Book analogue line and broadband & ethernet installation as well as migrations

  • Produce service agreements

  • Set-up and deployment of MDM products

Skills and Experience required as a 2nd Line Support Analyst

  • Minimum 2 years’ of experience working in a similar role
  • Previous experience in delivering an outstanding customer service
  • Excellent organisational skills
  • Excellent communication and listening skills
  • Ability to work in a fast-paced environment
  • Positive team participation as well as being able to work independently
  • Problem-solving skills
  • Ability to handle multiple tasks and relationships
  • High detail-oriented and motivated


We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.  
Read more about our employee commitment on our careers page, and find some of our benefits here: 

  • 24 days annual leave entitlement
  • Additional day off for your Birthday
  • Private Health Insurance with discounted perks; (such as gym membership, cinema tickets, flight and hotels)
  • Bupa Dental Plan
  • Eye care contribution
  • Pension scheme
  • Staff Incentives and recognition

Apply now for success

2nd Line Support Analyst

2nd Line Engineer

do you want to join the Redsquid team as a 2nd line engineer?

At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and furthermore Voice solutions.
We are here to improve our customers businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs. 

Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!

Want to know more about us?

How it all began