3rd Line Infrastructure Support Analyst – Computacenter
Location: Hatfield, Nottingham or Milton Keynes (full-time in office)
Security Clearance: Must be SC cleared or willingness to obtain clearance.
Compensation: Competitive salary + on-call, overtime + comprehensive and flexible benefits.
Key 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
Requirements
* 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
* 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
* 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)
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
Industries
* Technology, Information and Media
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