Job Description
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
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