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3rd Line Support - Wintel AD
Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes | Job-ID: 211974 | Contract type: Standard | Business Unit: Information Technology
Life on the team
3rd Line Support Analyst – Wintel AD
Competitive Salary + on-call, + overtime + comprehensive and flexible benefits
Locations: Hatfield, Nottingham, or Milton Keynes (full-time in office)
Must be SC Cleared or willing to undertake clearance
A fantastic opportunity has arisen for a 3rd Line Infrastructure Support Analyst to join our team at one of our delivery locations (Nottingham, Hatfield, or Milton Keynes).
The successful candidate will join our shared delivery team supporting multiple customers, providing proactive and reactive support for estate management, including incident resolution, root cause analysis, and change requests.
The role will focus on incidents, increasing first-time fix rates, ensuring SLA compliance, and wider call management.
What you’ll do
Technical (80%)
* Call and incident management
* Respond to service calls and resolve incidents to meet SLA targets
* Increase the First Time Fix rate
* Follow escalation procedures
* Assist with technical escalations for team members
* Monitor call queues and coordinate with support teams for resolution
* Adhere to security policies
Administration (20%)
* Participate in team and sector meetings
* Utilize ITSM tools to monitor incident progress
* Ensure accurate incident records and documentation
* Update call management system
* Assist with SLA reporting
What you’ll need
* 5+ years' experience managing, maintaining, configuring, and troubleshooting large-scale hybrid environments
* 3+ years' experience with Microsoft Windows Server, Active Directory, Entra ID, VMware/Hyper-V
* Current SC or higher clearance
* Understanding of ITIL Service Operations
* Clear communication skills
* Self-driven and resourceful
* Flexibility and adaptability
* Team collaboration skills
* Excellent communication and facilitation skills
* Technical qualifications (e.g., Windows Server, VMware, Azure)
* Familiarity with PowerShell
* Experience in 3rd Line Support in complex environments
* Knowledge of server infrastructure in hybrid environments
* Operational support for identity services
* Logical problem-solving skills
* Active Directory and Entra ID skills
* Supporting Microsoft Networking Services
* Managing Anti-Virus services
Advantages
* Azure Privileged Identity Management and Governance
* Relevant certifications (AZ-800, AZ-801, SC-300)
* Experience with converged and virtualized technologies
About us
We are a global organization with over 20,000 employees, leading in digital transformation and IT strategy, operating in over 70 countries, delivering innovative technology solutions to major organizations worldwide.
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