3rd Line Technical Analyst Networking

3 weeks ago

Nottinghamshire, United Kingdom THE CHANNEL RECRUITER LTD Full time

**JOB TITLE**: 3rd Line Technical Analyst (Networking)

**SALARY**: £40,000 - £45,000 DOE + monthly bonus

**BENEFITS:Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Medicash, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.**

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage - and our skilled workforce serves a diverse customer base across the publicand private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bringthat positive impact home.

We have an exciting opportunity for a **3rd Line Technical Analyst** who will provide technical support for IT related issues for XMA’s customers.This role contributes to XMA’s profits through the delivery of service excellence and IT supportto XMA’s customers.

As a member of the L3 Technical Analyst team you will take ownership and responsibility to collaboratively manage customers’ live services that require proactive and reactive interventions, such as incident, request, and problem management, and access, changeand event management.

LOCATION: Nottingham with agile working - 3 days in the office/ 2 days at home

COMMUTABLE LOCATIONS: Nottinghamshire, Leicestershire, Derbyshire, Northamptonshire, Lincolnshire, South Yorkshire.

JOB SPECIFICATION:
The responsibilities include, but are not limited to:

- Taking responsibility for incidents and requests that require third line intervention, and own until a satisfactory conclusion is reached
- Responding to, investigate and resolve incidents and requests, working in accordance with customer service level agreements
- Identifying underlying issues and investigating and resolving them in accordance with problem management policy and process
- Achieving targets as directed by Support Services Management, e.g. average number of tickets per working day, # of problems to resolve per month or % of configuration items correctly managed
- Managing people’s expectations and in particular update people on progress or slippages
- Co-ordinating escalations of incidents to other teams
- Using call logging tool (or other agreed mechanisms) to maintain accurate records of user requests, progress and outcome

**REQUIREMENTS**:
We are looking for someone with previous experience in a customer service/ helpdesk focused role with a strong knowledge of network infrastructure (SAN, HP switching, Cisco, ASA, FMC and Meraki) and ideally hold CCNA and/or CCNP certification.Please note:this is a essential requirement.

Ideally you will have the ITIL Foundation V3 or 4 or experience of working in an ITSM structure, knowledge of backup architecture (e.g. Veeam) and strong experience of wireless and wired networking with preferable experience of working with HP and/or Cisco.

KEYWORDS: Technical Support, ITIL, Networking, 3rd Line Support, IT Systems Support, Server Hardware, Systems and Software Network, Storage Systems, Networks

At XMA we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgroundsand varying experiences.
XMA is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity,physical or mental disability, protected veteran or military status or any other status protected by applicable law”

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