2nd Line Technical Support Analyst
Our client is a fast-moving company with a forward-thinking culture. They offer a family-feel work environment with incredible workspace perks. Investment in the talent, skill, and dedication of their people translates into world-class customer service, ensuring delivery on time, every time, all the time.
This is an opportunity to join a successful company at the right time, ahead of further changes to our systems, and be instrumental in guiding and developing technical excellence.
Responsibilities
1. Level 2 & 3 incident ownership and management
2. First point of escalation
3. The ability to communicate technical issues to a non-technical audience
4. Incident Management of major incidents
5. Monitor outstanding incidents, changes, and service requests against SLA’s
6. Daily queue review / stack management
7. Record all incidents / changes within the Company’s service Desk tool
8. Control and monitor Operations Bridge mailboxes in accordance with SLA / OLA’s
9. Answer inbound phone calls where required
10. Make outbound phone calls to customers keeping them informed on a regular basis
11. Technical administrative work and monitoring, user admin etc.
12. Contribute to the various forms of Operations Bridge reporting (daily, weekly, monthly, and quarterly)
13. Act as interface to various third-party suppliers fronted by the Operations Bridge
14. Build internal / external relationships through effective methods of communication
15. Identify and work towards service improvements
16. Ensure field calls are executed correctly on the Operations Bridge
17. Contribute to delivering team performance to adhere to Group Information Security Policy
18. Monday – Friday day shifts with support of our on-call rota
19. Additional duties as and when required
Technical Skills, Knowledge and Experience
1. VMware Support
2. Microsoft Hyper-V
3. VMware
4. Active Directory Support
5. Netapp FAS 20xx / On-Tap 7.x / 8.x or HP P2000 or P4000 SAN (Desired but not essential)
6. MS Exchange Support and Administration
7. Sophos Security Solutions
8. Terminal Services Support (MS, Citrix)
9. WatchGuard Firewall Support
10. Basic Cisco Routing and Switching Support
11. Microsoft Office knowledge
12. Microsoft operating systems
13. Excellent knowledge of TCP/IP Networking
14. Active Directory Design Principles
15. Backup / Restore Technologies
16. Exchange Server 2007 / 2010 / 2013
17. Basic Understanding of IP routing and switching
18. A good working knowledge of IT networking principles including routing and switching
19. Understanding of Internet Connectivity (ADSL / SDSL / MPLS)
20. Excellent Documentation skills
Skills, Knowledge and Experience (Essential)
1. Around 3 years’ experience in a similar role
2. Proven ability to support desktop and physical and virtualised environments
3. Competent with Windows Operating Systems
4. The ability to communicate technical issues to a non-technical audience
5. Basic understanding of Active Directory and Group Policy
6. Basic understanding of Office365
7. Good troubleshooting experience and end-user focused
8. Approachable with good interpersonal skills and the ability to interact with people at all levels
9. Eagerness to learn and develop
10. Ability to work independently and as part of a team
11. Driven and resilient with meticulous attention to detail and a high level of accuracy
12. Effective communication (both written and verbal)
13. Ability to handle difficult and demanding customer environments
14. Highly organised with a willingness to work flexibly in response to changing requirements
15. Full clean UK driving licence for occasional customer site visits
16. Ability to operate within a team
17. Broad technical knowledge of hardware and software desktop and server environments
18. To adhere to group information security policy
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