ILUX - 2nd Line Service Desk Analyst
OFFICE BASED – St Ives, CAMBS, Mon - Fri, 40hr Week
Tired of just fixing computers? Want to make a real impact and inspire others?
We're looking for a driven and passionate 2nd Line Service Desk Analyst to join our dynamic team in St. Ives, Cambridgeshire. This isn't just another job – it's an opportunity to contribute to a company committed to 'Providing the best IT Support in the world.' If you thrive in a fast-paced MSP environment, love problem-solving, and have a knack for mentoring, we want to hear from you!
About the Role:
As a pivotal service desk team member, you'll be the go-to person to resolve complex technical issues and ensure our clients' IT needs are met seamlessly. You'll provide top-notch support, mentor junior analysts, and contribute to a culture of continuous improvement.
This is an onsite position based in our St. Ives office.
What You'll Do:
1. Be a Tech Hero: Tackle 2nd-line incidents and service requests with confidence, escalating to 3rd-line support when necessary.
2. Mentor and Inspire: Guide and support 1st Line Service Desk Analysts and Field Service Engineers, helping them grow their skills.
3. Own Your Work: Work independently to high standards, taking initiative and finding solutions.
4. Collaborate and Innovate: Work with the wider support team to address recurring technical issues and research new technologies.
5. Share Your Knowledge: Develop and maintain insightful Knowledge Base Articles to empower the entire service desk team.
6. Deliver Exceptional Service: Manage client expectations, communicate effectively, and uphold our company values.
7. Be a Team Player: Contribute proactively, share your expertise, and support new team members.
What You'll Bring:
1. MSP Experience is a MUST: Proven experience working in a helpdesk environment within an MSP.
2. Microsoft 365 Expertise: Hold certifications in Modern Desktop Administrator Associate (MD102), 365 Fundamentals (MS900), and Azure Fundamentals (AZ900).
3. Solid IT Foundation: Relevant IT qualifications (NVQ, Diploma, Degree, or working towards one).
4. Technical Prowess: Strong knowledge of Windows Server, Windows Desktop, Microsoft Exchange, Hyper-V, Remote Desktop Services, Active Directory, and Windows Operating Systems.
5. Microsoft 365/Entra Know-How: Experience in user and device management.
6. Networking Skills: A solid understanding of IT networking principles.
7. Mobile Device Mastery: Proficient in supporting Apple and Android devices and hardware like printers and Bluetooth peripherals.
8. Problem-Solving Genius: Ability to proactively identify and resolve technical issues.
9. Communication Skills: Excellent written and verbal communication skills.
10. A Passion for Growth: A desire to continuously learn and improve your skills.
Bonus Points For:
* Draytek DCNA certification
* 3CX Basic certification
* MTA: IT Infrastructure certification
* macOS experience
* N-Able knowledge
What We Offer:
* A Supportive and Collaborative Environment: Join a team that values your contributions and encourages growth.
* Opportunities for Advancement: We're committed to developing and helping our employees reach their full potential.
Non-negotiable:
* Must have the right to live and work in the UK. At present, ILUX cannot sponsor candidates.
* Must meet Security Clearance requirement.
**No agencies**
Ready to make a difference? Apply now, and let's talk about how you can contribute to our mission of providing the best IT support in the world.
This position will stay open until the right candidate is found; if you do not hear back regarding your application after two weeks, unfortunately, you have not been selected to proceed further in your application.
ILUX is committed to providing equality of opportunity and values diversity for all current and prospective employees. We aim to create an environment where everyone can be the best they can be, where they feel welcome and are free from bias and discrimination. We encourage applicants from diverse backgrounds to apply.
Job Type: Full-time, 40hrs per week, Mon - Fri
Pay: From £28,500.00 per year
Benefits:
* Casual dress
* Company events
* Cycle to work scheme
* Free Parking
* Health & wellbeing programme
* Life insurance
* Free 24/7 access to courses on Udemy
* Referral programme
* Store discount
#J-18808-Ljbffr