2nd Line IT Analyst

IT OperationsFull-timeRemote | Shift-based

Why Work Here

You'll work across a wide range of client environments and technologies — not just one internal setup. Every day is different, and you'll develop skills fast. We invest in our engineers and support career progression into senior or specialist roles.

Role Summary

As a 2nd Line IT Analyst, you'll handle escalated technical issues across Microsoft 365, Azure, networking, and endpoint management. You'll troubleshoot complex problems, maintain client infrastructure, and ensure systems are performing at their best.

Key Responsibilities

Investigate and resolve escalated support tickets (from 1st line or direct)

Manage and maintain Microsoft 365 environments (Exchange, SharePoint, Teams, Entra ID)

Support Azure infrastructure (VMs, networking, storage, backups)

Troubleshoot networking issues (firewalls, switches, VPNs, DNS, DHCP)

Manage endpoint devices using Intune, SCCM, or equivalent

Perform root cause analysis and document known issues / solutions

Participate in change management and out-of-hours maintenance when required

Contribute to internal knowledge base and documentation

Required Experience & Skills

2–4 years of experience in a 2nd line or senior support role

Strong knowledge of Microsoft 365 administration (Exchange Online, Entra ID, Teams)

Experience with Azure IaaS (VMs, networking, storage)

Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls)

Experience with endpoint management (Intune, SCCM, or similar)

Strong troubleshooting methodology — you follow logic, not guesswork

Clear communicator — able to explain technical issues to non-technical users

Relevant certifications are a plus (e.g., AZ-104, MS-102, CCNA) but not essential

What Success Looks Like

Escalated tickets are resolved efficiently with clear communication to the client

You reduce recurring issues through proper root cause analysis and documentation

Client environments are well-maintained, secure, and performant

You contribute to team knowledge and help upskill 1st line colleagues

At Core Innovate, we hire for mindset, capability, and values. If you take ownership, value teamwork, and deliver excellence, you'll fit in well here.