2nd Line IT Support Analyst


We are a vibrant, engaged, talent-driven agency where our staff feel empowered, where ideas are encouraged and where outstanding work is rewarded. We nurture bright, passionate people who are innovative and creative in their thinking and ambitious and brave in everything they do.

DMS is a place where our clients feel looked after, where they trust our ability to deliver and to come up with new ways of engaging them and helping them engage their audiences. We strive to be a key agency partner to our clients, delivering consistency of work and quality of service.

Founded in 2002, our headquarters are in London with offices also in Los Angeles and Sydney. We are part of the AKA Group of agencies.


We are a full-service creative digital agency. Our people, technology and insights help global media and entertainment, sports and lifestyle brands create, manage, localise, distribute and place their content, and evaluate its media reach.


DMS delivers a full range of adaptation and localisation services to major film studios across the globe from its central London base. Our services include subtitling, dubbing, editing, colour-grading and visual effects for promotional materials to support worldwide feature film releases for use in cinema and online.


We are seeking a highly skilled second line support analyst who will showcase exceptional interpersonal skills while collaborating, organizing, and maintaining crucial elements of DMS’s infrastructure to ensure its stable operation and continuous growth. This exciting role involves developing, supporting, and optimizing key functional areas, including network infrastructure, server infrastructure, storage, backup strategies, disaster recovery, and telecom systems at our London Bridge headquarters on Shand Street.

As the chosen candidate, you will be responsible for overseeing DMS’s infrastructure and diverse server estate, which includes Windows Servers, Linux Servers, and VMs. Working as part of the dynamic Infrastructure, Networking, and Security team, you will focus on essential aspects of both internal and client IT systems.


  • Install and maintain IT and communications systems according to specifications, ensuring client requirements and deadlines are met, and systems are fully secure
  • Assist in diagnosing and resolving issue tickets promptly and efficiently, striving for a high level of first-time fixes
  • Serve as an escalation point for 1st and 2nd Line Service Desk Engineers, providing support and technical assistance to resolve staff queries
  • Respond effectively to technical issues, either resolving them or escalating as needed
  • Prioritize and manage workload to meet SLAs, while mentoring and guiding junior engineers to do the same
  • Independently manage projects from scoping to implementation and sign off
  • Log all service tickets received via telephone, email, and service portal, and handle them throughout the ticket stages
  • Maintain the appropriate documentation within the IT department
  • Adhere to company values, policies, procedures, and standards
  • Demonstrate excellent problem-solving and customer service skills
  • Possess a good understanding of a service management environment (ITIL)
  • Collaborate effectively as a team player across all levels
  • Present oneself as a customer-focused individual with strong communication skills


  • Windows Server 2019-2022
  • Windows Desktop 10-11
  • Active Directory, DNS, DHCP, Group Policies
  • SAN / NAS Storage
  • MacOS
  • Microsoft 365 and Azure Administration
  • Strong administrative abilities within Microsoft 365 portals and domains
  • Strong administrative abilities within Azure AD
  • Virtualisation (VMWare)
  • PowerShell (Desirable)
  • Third Party / Domain SSL Certificate Management
  • Networking – LAN, VLAN, Subnetting – Comfortable with switches configuration
  • Passion for continued learning and development of oneself
  • Linux (Desirable)
  • Adobe (Desirable)
  • Microsoft Entra ID
  • Microsoft Intune
  • Microsoft Defender


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