Second Line Technical Support Analyst

4 weeks ago


Coventry, United Kingdom NTRINSIC CONSULTING EUROPE LIMITED Full time

Second-line Technical Support Analyst

Hybrid working

**Salary**: £25,000 - £30,000 (+£3k on call bonus paid with salary)

Key responsibilities include:

- Prioritizing all aspects of business hardware and software, including mobile devices, Windows OS, PC’s, laptops, printers, Citrix, Microsoft Office, Active Directory, Mimecast, Panda, etc.
- Troubleshooting, diagnosing, and resolving complex hardware/software issues and outages.
- Responding to incidents and coordinating activities with other members of the department, customers, and external parties.
- Managing hardware and software inventory, including end-of-life refreshes/upgrades, domain accounts, WSUS, printing management software, etc.
- Proactively managing desktop security (anti-virus, Microsoft updates, spam, desktop encryption, malware, etc.).
- Building desktops, laptops, iPhones, and iPads.
- Escalating issues to third parties or system engineers if not fixed within agreed time limits.
- Assisting in problem-solving backup issues by checking event logs to ensure successful backups.
- Supporting HQ and remote users for all desktop, security, and connectivity issues.

Applicants should have the following experience:

- An ITIL Foundation
- Strong technical knowledge with Active Directory, Citrix, Windows Desktop and Server, Exchange, VMware
- Experience in 2nd line technical support roles
- Proven experience of working to SLA’s/Targets together with a high level of analytical skills and the ability to effectively solve complex ad-hoc faults
- Excellent standard of both verbal and written communication

The post will require rotating shifts that alternate weekly between 08:00 and 18:00 from Monday to Friday (37.5 hours per week).

The post also involves on-call working from home as primary contact 1 in 5 weekends and secondary contact the same.

Our client offers a fantastic place to work, with a supportive and dedicated team. Benefits include 28 days annual leave plus bank holidays and 10% pension (5% / 5%).



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