2nd Line Support Engineer

1 month ago


Bristol, United Kingdom Robert Half Full time

**IT Support Analyst - 2 ndLine**

**Location**:
Bristol

**Vacancy Type**:
Permanent

**Department**:
IT

**About The Role**

We are looking for an experienced and inquisitive IT Support Analyst - 2nd Line to join our IT Service Delivery Team in Bristol to support the delivery of a stable and compliant service to end-users and selected business partners.

The IT Support Analyst - 2nd Line will work with colleagues in the Service Delivery team to manage incidents and service requests logged through our Core ITSM (IT Service Management Solution).

This role is a mixture of 1st?Line and 2nd?Line support, working on a Monday to Friday rotational weekly shift pattern including 8am - 4:45pm, 8:30am - 5:15pm & 8:45am - 17:30pm shifts.?There will also be some on call requirement.

As an IT Support Analyst - 2nd Line you will:

- Provide appropriate technical support for hardware, software and networks across the business
- Work with internal colleagues and third parties in order to deliver technical services, ensuring established service levels are adhered to at all times
- Use automation wherever possible to build or improve existing technical capabilities, driving down the rate of BAU IT operations
- Some Basic
- Delivery of exceptional service to all users of IT, within a structured IT environment aligned to industry standard frameworks (ITIL Framework)
- Focus on solving customer's problems, striving to continuously better understand our internal customer's needs
- Be aware of the key IT and cyber risks, proactively operating to minimise these risks within the remit of the role, acting quickly to notify of any potential or identified IT risks through the appropriate incidents and escalations process

**About You**

As an experienced IT Support Analyst - 2nd Line you will have:

- Experience in supporting a VMware-based Virtual Desktop Infrastructure (View, vCentre, vSphere)
- Some basic knowledge of Batch/Powershell scripting
- Proven experience in supporting and maintaining end-user computing solutions including physical desktops, mobile devices (laptops, tablets, smart phones), printers, and end-device security and remote access technologies
- Experience with supporting a Windows 10 desktop estate
- Highly effective communication both written and oral
- Inquisitorial and problem solving focus to provide exceptional service delivery to all the end users
- Ability to balance quality of output with pace by managing time effectively
- Financial Services industry experience would be an advantage
- MCITP or another IT based certification. ITIL Certification is preferred but not essential.
- Working knowledge of mobile device management technologies (Intune), Microsoft Azure, Active Directory, Group Policy Management, DHCP, DNS, O365 management, Solarwinds Monitoring would be desirable but not essential.



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