Life on the team Due to a new contract win, we are looking to build a team of a 2nd Line Support Analysts from our Technical Operations Command Centres in either Nottingham, Milton Keynes or Hatfield. The role requires an initiative-driven, proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies.Youll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Wintel Analyst, youll work closely with colleagues across different teams, including the 3rd Line specialists, to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customers estates. Your insights and expertise will be vital in supporting the teams success, making a real impact on our customer experience. Youll need to either hold current Government SC clearance or be eligible to achieve it. The role also requires working 5 days per week at our offices, so please bear this in mind when applying What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk environment Manage tickets, ensuring all incidents, requests, and problems are addressed within agreed timeframes Collaborate with various teams for problem-solving and project-driven work, enhancing your technical abilities and experience Support infrastructure change implementations, ensuring seamless transitions and minimal disruption What youll need At least three years of experience in 2nd Line infrastructure support, ideally with hands-on experience in resolving server-related incidents Strong problem-solving abilities, with the ability to stay calm and efficient in a high-pressure environment Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner Strong technical skills in the following areas Antivirus Solutions: Symantec Endpoint Protection, McAfee, Microsoft Defender Cloud Fundamentals: Microsoft Azure, Amazon Web Services (AWS) Directory Services: Active Directory Domain Services, Entra ID Ivanti UWM: Environment Manager, Application Control, Performance Manager Monitoring Tools: ScienceLogic, SCOM Networking Fundamentals: DNS, DHCP, TCP/IP Policy Management: Group Policy, Intune Policy Quest: Active Roles, Recovery Manager Scripting: PowerShell