Overview
A fantastic opportunity has arisen for a 3rd Line Infrastructure Support Analyst to join our 3rd line support team based at one of our client locations in Corsham. The successful candidate will join our shared delivery team, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests. The role will focus on incidents, increasing the first time fix rates, ensuring SLA's are met, and wider call management.
Responsibilities
Technical 80%
* Call and incident Management
* Respond to service calls and resolve incidents to ensure SLA targets are achieved
* Increase the First Time Fix rate
* Adhere to escalation procedures
* Assist with technical escalations for other team members
* Monitor call queue and follow up with specialist support teams for resolution
* Adhere to customer\'s and Computacenter\'s Security Policies
Administration 20%
* Participate in team and sector meetings
* Utilise the relevant ITSM tool suite to monitor progress of all incidents
* Ensure accurate completion of all incident records and associated paperwork
* Monitor and update the call management system as required
* Assist with SLA reporting
Technical qualifications and experience
* The role requires hands-on experience with Thales Luna Backup HSM 7, Luna Network HSM 7, Luna PED (PIN Entry Device), and Luna Remote PED. Responsibilities include the deployment, configuration, and maintenance of hardware security modules (HSMs) to ensure secure key management and cryptographic operations across enterprise environments. The candidate should be proficient in managing secure key backups using the Luna Backup HSM, integrating Luna Network HSMs into secure networks, and operating both local and remote PEDs for secure authentication and key loading. Familiarity with HSM firmware upgrades, partition management, and troubleshooting of HSM-related issues is essential.
* 5+ years\' experience managing, maintaining, configuring and troubleshooting large scale hybrid environments
* 3+ years\' experience with Microsoft Windows Server Operating Systems, Windows Active Directory and Entra ID, VMware/Hyper-V
* Currently holds SC or above clearance level.
* Has a good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role
* Able to communicate clearly with peers as well as management
* Self-driven and resourceful to achieve goals independently as well as work well in groups
* Flexibility to adjust to changing requirements, schedules and priorities
* The ability to socialize ideas, make recommendations and gather team consensus to move forward
* Excellent communication, writing, meeting facilitation skills
* Technical qualifications, i.e. Microsoft Windows Server, VMware Vsphere, Microsoft Azure Services
* Familiarity of PowerShell to accomplish tasks and provide reporting
Desired
* In depth experience in a 3rd Line Support capacity, with demonstrable experience of resolving incidents in complex environments
* Good understanding of supporting server infrastructure within a hybrid (multi-platform) environment
* Management of Microsoft Windows Server within a hybrid environment
* Expert in providing operational support for identity services including Authentication, Authorization, Access, Federation
* Accurate and logical problem solving skills
* Ability and desire to excel in a team environment
* Active Directory deployment/configuration/troubleshooting skills, including Group Policy
* Entra ID authentication service and access control including conditional access policies / enterprise application deployment
* Supporting Microsoft Windows Networking Services such as DNS/DHCP
* Managing Anti-Virus services and reporting
Advantageous
* Modern Device management (Intune, Workspace One)
* Azure Privileged Identity Management and Identity Governance
* Hold Windows Server Hybrid Administrator Associate Certification (AZ-800 / AZ-801)
* Hold Microsoft Identity and Access Administrator Certification (SC-300)
* Converged technologies (Simplivity, UCS)
* Virtualisation (VMware, Hyper-V)
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world\'s greatest organisations, driving digital transformation, enabling people and their business.
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