2nd/3rd Line Support Analyst
1 day ago
**2 nd /3 rdLine Support Analyst - O365, AD, Networking - Euston, London**
**Overview**:
An excellent opportunity has arisen with a global brand who's work benefit us all and the natural world, this is truly an exceptional organisation. Our client is seeking a 2nd Line Support Analyst to join their in house IT department who has strong capabilitiesin 2nd/3rd line covering all aspects of infrastructure and networking with an awareness of preventative management software, they are looking at ways in which to use automation to proactively reduce the amounts of service calls they receive.
**Role and Responsibilities**:
- Accept escalated incidents and service requests from team members in the Service Desk and provide technical expertise to users to resolve the issue, ensuring to update and close tickets in line with D&T processes.
- Operate the prevention management and digital experience systems and tools to monitor the performance of IT systems and services and use the tools to identify issues and problems and initiate preventative measures, such as identifying and investigatingsuspect software and other components.
- Using prevention management systems, gather system performance data and log tasks in SNC.
- Design, develop and manage scripts and automated fixes to address issues that are identified through the prevention management systems, and working with colleagues undertake appropriate and adequate testing of fixes before implementation
**Essential Skills & Experience**:
- Proficient with Windows and Apple?operating?systems
- Office 365 and associated products and virtualization
- Mobile device management and configuration?
- Networking, TCP/IP, OSI
- Active Directory, remote support technologies
- Experienced working to ITIL processes
- Experience with digital experience systems and preventative management systems e.g., NexThink
- Familiar with customer service?AI?technology e.g., chatbots, and service management systems e.g., SNC, Freshworks, TopDesk, etc.
**Package**:
- Basic salary circa £32.5k (Depending on experience)
- 15% company contribution pension plan
- Excellent annual bonus
- Medical Insurance
- Subsidised breakfast & lunch
- Excellent benefit package
- + more
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