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2nd Line Support Analyst
2 months ago
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