Technical Analyst – 2 nd Line NEW

St. Neots, Cambridgeshire
Cambridge Support Ltd

This isn’t a mere “raise and process tickets” kind of role. We’re looking for a Technical Analyst that is ready to join a fast based, growing business that is built around providing exceptional service at its heart. You will join an established team where you will quickly become part of the Cambridge Support family. Working as part of a team is key to success within the business, supporting each other for the greater good and ensuring excellent service is constantly provided to our customers.

About Cambridge Support

We’re a growing and ambitious IT support provider that is well known in the Cambridgeshire area. Having a close knit team culture and scaling fast, means this role has real room to flourish and grow with us. The fun and hard working atmosphere in the office translates directly into a personalised service for our clients, which is our moto, ‘IT solutions, with a personal touch’.

In 2024 we became the 9th fastest growing IT support provider in the UK (and fastest in Cambridgeshire) according to the Top Growth 50 Channel Oxygen 2024 report. In 2025 we were grateful to make the Top Growth 50 report again for the second year running. We have proudly won 14 business awards in the past 6 years, which is down to the hard work by our brilliant team. Lastly, one of our proudest achievements is being an employee owned company. This gives every employee a stake in the company’s success through ownership and a voice in its direction. When the company grows, you grow too.

Type: Full time / Permanent (40 hours per week)

Location: Based from our St Neots Head Office in Cambridgeshire.

Core Responsibilities

• Investigate, diagnose and resolve technical issues raised by our client base.
• Provide additional resource to the wider technical elements of the business.
• Contribute as part of technical audits for new clients, highlighting risks and providing appropriate recommendations.
• Potential site visits to clients providing face to face support service or project delivery.
• Work alongside the other team members to maintain excellent service levels.
• Operate on an 8 hour shift rotation to provide effective cover during operational hours (07:00 – 19:00).
• Take ownership of your tasks and complete them to a high standard without supervision.

Key Skills & Qualifications Must have:

• 3-5 years in a Technical Analyst, Systems Analyst, or similar Service Desk role.
• Experience working as part of a fast paced service desk, consistently meeting SLA’s and time based deadlines.
• Proven ability to write clear and detailed technical records (ticket logs, project notes, technical documentation, recommendations etc.).
• Technical proficiency in the following:
  • Microsoft 365 and Azure
  • Windows Server (2019 or newer)
  • Microsoft Windows
  • Networking (IP, VLAN, DHCP, Firewalls)
• Excellent customer service skills being confident with dealing with clients face to face, over the phone, and via email.
• Familiarity with Managed IT Services environments and operations.
• Ability to communicate and cooperate with both clients and colleagues from non technical backgrounds.
• Comfortable working in close knit team.
• Enthusiastic and willing to develop your technical proficiency

Nice to have:

• Experience with other Operating Systems or Cloud Technologies (Linux, AWS, Google).
• Vendor qualifications and certifications.
• Experience with SQL and other similar database tools.
• Advanced networking skills and experience.
• Experience in project delivery and implementations.
• Experience with common MSP tools such as Ticketing systems, RMM Tools, Backup Platforms.
• Knowledge around cyber security best practices.
• Employee owned company, where you receive a stake in the business.
• 25 days holiday + bank holidays
• Your birthday off work – No one should have to work on their birthday, that’s why we give you the day off.
• Contributory pension scheme.
• Private health scheme covering elements such as dental, eye care, health & well being services.
• Regular company funded team socials.
• Professional and personal development plan including vendor certification paths.

We are an equal opportunities employer and welcome applications from all backgrounds, identities, and experiences.

Cambridge Support values diversity and is committed to equality of opportunity.

Cambridge Support has a responsibility to ensure that all employees are eligible to live and work in the UK.

The successful applicant may be required to undertake a Disclosure and Barring Service (DBS) check.

We look forward to hearing from you and good luck with your job searching.