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2nd Line Support Analyst
2 months ago
Technical Support Analyst – 2nd Line
£27k - £35k (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
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