IT I&O 2nd Line Analyst

2 weeks ago


Harrogate, North Yorkshire, United Kingdom Techbuyer Full time
Working hours: Monday to Friday, 9am - 6pm.

Who we are & what we do:

Our mission at Techbuyer is to provide innovative and sustainable IT solutions that deliver performance without compromise. We are committed to reducing the environmental impact of the IT industry, by extending the lifespan of hardware, conserving resources, and minimising electronic waste. We have 19 years of success behind us, with our 215 colleagues in locations around the globe and our head office in Harrogate.

At Techbuyer we are driven by values of supportiveness, openness, and integrity, which shape our company culture and drive our team to deliver the best service for our customers.

The Role:

As our IT I&O 2nd Line Analyst, you'll be working closely with our Engineers and Technicians. You'll use your business knowledge to provide insights and expertise for deployment, you'll also lead projects. You'll provide point of escalation and knowledge for our Technicians for both BAU and pre deployment training to ensure post deployment support is ready. Your industry knowledge will be valuable to assist the I&O department in compliance and framework alignment.

The is a varied role and involves a mix of 1st/2nd line support, project delivery and governance.

Responsibilities:
  • Building and maintaining valuable relationships with colleagues and departments.
  • Responding to I.T support requests via our Service Desk
  • Ensuring support activity aligns with 'Shift Left' principle where possible
  • Provide cover for 1st line in order to maintain SLAs
  • Responsible for the resolution of 2nd Line requests on our Service Desk
  • Leading the problem management process and escalating required fixes to change requests
  • Deploying, Supporting, Management and troubleshooting or all I&O systems and services
  • Lead mid-level projects and provide process knowledge on Business Projects
  • Coordinate with I&O Technicians for fixes and improvements to systems or workflows
  • Assist I&O with alignment of activity to compliance and governance frameworks
  • MS Office application management
  • MS Exchange system management
  • Supporting branch office equipment remotely
  • Planning and leading migrations and deployments
  • Decommissioning of infrastructure
  • End user and I&O Colleague training on new systems
  • Maintaining documentation and guides for both I&O colleagues and Staff
  • Managing the Asset registers and CMDB
  • Lead proof of concept testing for upcoming systems
  • Managing items in Microsoft Defender and resolving alerts
  • Provide bridge between QA and I&O for compliance and governance.
  • Assist the I&O managers with DPIAs for technical systems
  • The job holder is expected to understand and work according to the requirements of the Techbuyer Quality Management System
Required Skills or Training
  • Experience or awareness of ISO27001 or comparable frameworks
  • Broad awareness and understand of multiple IT technologies.
  • Solid understanding of Microsoft 365, EntraID and Active Directory.
  • MD102, MS102, SC900 and MS900 or demonstrable experience.
  • Experience of multi-site infrastructure desirable.
  • Knowledge of MFA/2FA solutions
  • Experience working with stakeholders and balancing requirements
  • Excellent listening and questioning skills
Benefits:
  • Competitive salary
  • Staff discount on stock products
  • Private Healthcare & Dental
  • Flexible pension options including salary sacrifice .
  • Complimentary flu vaccinations
  • Cycle to Work scheme through salary sacrifice
  • Tech scheme through salary sacrifice
  • E Car salary sacrifice scheme
  • Life and Critical Illness insurance
  • Staff discount on stock
  • Regular social events, internally & externally
  • 22 days holiday plus bank holidays + 1 extra day for every year of service (up to 5 years)
The Legal Bits:

All applicants selected for this position will need to pass reference & security checks to qualify for employment with Techbuyer.

We are committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

By submitting your CV you give Techbuyer permission to share your CV and information with any relevant employee in our internal hiring process. Your CV and any notes made will be confidentially disposed of once a hiring decision has been made.
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