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2nd Line Support Analyst

2 months ago

Northampton, United Kingdom More Recruitment Solutions Full time

Technical Support Analyst 2nd Line

GBP27k - GBP35k (dependant on experience)

This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects.

This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs.

Responsibilities:

  • Providing 2nd level support remotely and occasionally on-site when required
  • Managing open tickets within SLA, and maintaining ownership
  • Working closely with team members, customers, and suppliers to resolve issues and manage expectations.
  • Creating/Updating/Reviewing Knowledge Base Articles
  • Designing/Implementing Projects
  • Researching/implementing new technology and solutions
  • On-call shift rota, and occasional evening/weekend work (scheduled overtime)

The successful candidate should have:

  • A minimum of 2 years 1st/2nd level technical helpdesk experience, ideally at a Managed Service Provider
  • Excellent customer service and communication skills
  • Full clean UK Driving license.
  • Experience interacting with clients at all levels (from Senior Management down)
  • Ability to prioritise tasks on a busy and fast paced Service Desk
  • Ability to work in a team and with minimal supervision.

Technical skills (training will be provided for any gaps in knowledge):

  • Microsoft 365:
    • Exchange/SharePoint Online
    • Teams (Including voice)
    • Identity Management
    • Migration experience
    • Endpoint MDM
  • Microsoft Azure:
    • Virtual Infrastructure (Containers and networking)
    • Azure VPN Gateways
    • Azure Networking
    • Azure AD Connect/Hybrid deployments.
    • Azure Virtual Desktop/Remote Desktop Services
  • Microsoft Windows:
    • Workstation from 7-11.
    • Server from 2003+
    • Hyper-V
    • Active Directory/DNS/DHCP/Group Policy
    • Exchange On-Premise 2013+
  • Infrastructure:
    • Storage
    • Networking (Unifi Cloud Controller, Meraki, plus general concepts)
    • Data Protection (Backups, DR etc )
    • CAT5/CAT6 cabling basics.
  • Security:
    • An understanding of technical security concepts

Benefits

  • Company Pension
  • Gym membership at Office location
  • On-site parking
  • Employee Assistance Program
  • 25 days holiday a year
  • Flexible hybrid working