2nd Line Analyst

4 weeks ago

Exeter, United Kingdom Modern Networks Ltd Full time

Who we Are


Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft, and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.


What you'll be doing


Reporting to the 2nd Line Team Manager, you'll form part of a growing team that works closely with customers to ensure their ICT Infrastructure operates at the optimum capacity and with minimum disruption to service.


Whilst this role will involve attending customer site (3-4 pre-arranged visits / week) , we work from our offices in Exeter Tues - Thursday, and from home on Monday's and Fridays. The majority of our customers are located in Devon, but there will be occasional visits required to surrounding counties (Cornwall / Somerset / Dorset).


Tasks will include:

  • Providing a technical escalation point for 1st line team members and ensuring technical escalations to 3rd Line are informative and precise.
  • Customer site visits (PC Installs / switch installs / internet line switch overs / new printers etc)
  • Responding to escalated, complex and high impact issues within SLA.
  • Assist in ensuring due diligence is given to security and backup procedures, associated hardware/software, data, and Information systems.
  • Creating knowledge articles for peer use and knowledge transfer
  • Provide training where necessary to all team members.
  • Identifying inefficiencies, recommend improvements to support continuous service improvement standards and assist with their implementation


What we're looking for


  • Experience in an ITIL Service Desk.
  • Strong understanding of core systems including O365, Azure, Domain administration
  • Understanding of LAN (Local Area Network) and WAN (Wide Area Network) technologies including, basic switching and routing, TCP/IP, DHCP, DNS, IP Addressing, VPN, Wireless, etc.


What you’ll get from us

  • Great prospects - once you’ve got to grips with our systems and processes, you’ll have the opportunity to progress with us.
  • Knowledgeable, high-achieving, experienced and fun colleagues
  • A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance
  • Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us better.

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