3rd Line Support Analyst Wintel AD
Competitive Salary + on-call, + overtime + comprehensive and flexible benefits
Hatfield, Nottingham or Milton Keynes (full-time in office)
Must be SC Cleared, or willingness to undertake
Multiple Opportunities
A number of fantastic opportunities have arisen for 3rd Line Infrastructure Support Analyst to join our 3rd line support team based at one of our Secure delivery locations (Nottingham, Hatfield or Milton Keynes)
The successful candidate will join our shared delivery team supporting multiple customers, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests.
The roles will focus on incidents, increasing the first time fix rates, ensuring SLAs are met, and wider call management.
What youll do
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 customers and Computacenters 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
What youll need
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 3nd 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)
TPBN1_UKTJ