2nd Line Infrastructure Analyst
Application Deadline: 13 March 2025
Department: Information Technology
Employment Type: Permanent
Location: London
Description
Commitment to innovation and a drive to do things differently have seen Greenergy grow from a bedroom start-up to become a world leader in waste-based renewables, and the UK’s leading fuel supplier. We endeavour to approach the status quo of an established industry with fresh eyes, and empower our people to develop and to deliver change through innovation. Our values underpin every interaction we have, whether with colleagues, customers, suppliers and the communities in which we operate. It is these values of Respect, Ownership, Care and Integrity that have delivered our growth as a business and developed strong customer relationships.
Choose to work for Greenergy and you’ll join a dynamic and passionate team, who are constantly looking to grow and improve.
We’re looking for a skilled Infrastructure/Desktop Support Analyst to join our London team. In this role, you’ll provide 2nd line technical support across our IT functions, ensuring smooth day-to-day operations for our users across all offices and remote sites. This is a fantastic opportunity to work in a dynamic environment, troubleshooting and resolving technical issues while delivering excellent service to our teams. This role is based at our London office 4 days a week.
If youre passionate about IT support and eager to make an impact, we’d like to hear from you.
Key Responsibilities
* Provide 2nd line support to all Greenergy users and customers via phone and email.
* Manage and resolve ServiceDesk tickets, ensuring effective communication and adherence to best practices.
* Monitor, review, and respond to logs, alerts, and system issues in collaboration with the Service Desk.
* Deliver day-to-day IT support across all Greenergy sites and data centres, both remotely and on-site when required.
* Assist in the delivery of IT projects, ensuring successful implementation and transition into the operational environment.
* Ensure the smooth operation of IT services, providing clear communication to stakeholders.
* Manage user accounts and administration, including Active Directory, O365, Microsoft Teams, and video conferencing solutions.
* Support networking tasks such as DNS, DHCP, and VLAN configurations.
* Oversee desktop/laptop builds, patch management, and antivirus management.
* Work with the team to integrate new IT services, ensuring they meet business needs and operational standards.
* Maintain relationships with key partners and third-party suppliers, managing escalations as needed.
* Follow and promote operational procedures and industry best practices to maintain high service standards.
* Ensure all IT processes are properly documented and aligned with best practices.
Key Success Metrics
* Efficient resolution of support tickets, with positive user feedback.
* Well-maintained and verified operational documents aligned with IT architecture.
* Comprehensive documentation of system configurations and user guides.
Who You’ll Work With
* Infrastructure Team & Service Desk Team– Collaborating on support, monitoring, and issue resolution.
* IT Function Manager & Technical Teams– Ensuring smooth IT operations and project success.
* Internal Business Users– Providing excellent user support and technical expertise.
* 3rd Party Suppliers– Managing external IT support and service escalations.
Skills, Knowledge and Expertise
* Technical Expertise: Experience in IT infrastructure across multiple technologies, including multi-data centre environments and managed service partners.
* IT Support & Service Management: Hands-on experience in logging, triaging, and resolving IT service requests. Strong knowledge of service delivery management and ITIL principles (ITIL Foundation preferred).
* End-User Computing:Demonstrable experience supporting Windows 10, Microsoft Office, O365, and Microsoft Teams.
* System Administration: Active Directory user, computer, and group management, plus O365 & Teams user administration.
* Infrastructure & Security: Experience with server infrastructure management, monitoring, backups, anti-virus management, and patching.
* Virtualisation & Networking: Hands-on VMware vSphere administration and exposure to configuring Cisco switches & Meraki access points.
* Hardware & Software Management: Desktop/laptop builds, software installation/configuration, and asset management. SCCM knowledge is a plus.
* Problem-Solving & Delivery Focus: Ability to troubleshoot technical issues effectively, work independently, and drive results.
* Teamwork & Communication: Strong communication skills with a proactive and collaborative approach.
* Desirable Skills: Experience with CCTV, video conferencing technology support, and technical documentation.
Benefits
* Competitive compensation: Enjoy a competitive salary, complemented by a generous performance-related pay scheme that recognises your achievements.
* Private medical insurance: Prioritise your health with comprehensive private medical insurance, including access to online GP services from AXA for you and your family.
* Enhanced company pension: Secure your future with enhanced company pension contributions that support your long-term financial goals.
* Cycle to work scheme: Embrace a sustainable lifestyle with our cycle to work scheme.
* Season ticket loan: Spread the cost of your commute and take advantage of annual discounts with an interest free season ticket loan.
* Volunteering and charity: We encourage you to give back to the community through volunteering days and charitable initiatives.
* Enhanced holiday allowance: Enjoy 25 days of annual leave, in addition to bank holidays.
* Global travel insurance: Travel with peace of mind, courtesy of worldwide multi-trip travel insurance coverage for you and your family.
* Employee discount platform: Access exclusive discounts through our employee discount platform.
* Enhanced parental leave: Generous maternity and paternity pay to support you and your family when you need it most.
Greenergy are proud to be an equal opportunities employer and we are committed to equality of opportunity for all staff. We believe that diversity and inclusion among our colleagues is critical to our success as a global company. Employment at Greenergy is based solely on a persons merit and qualifications directly related to professional competence. We do not discriminate against any employee or applicant because of age, disability, sex, gender reassignment, sexual orientation, pregnancy, maternity, race, religion or belief, marriage and civil partnerships.
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