2nd Line Infrastructure Support Analyst

Role: 2nd Line Technical Support Analyst
Skills: Infrastructure Support, Windows Server, AAD, VMware, SCCM  

Purpose of the Role:

The primary focus for the Senior Technical Support Analyst is to provide second line infrastructure support across operations, systems and business users.

 This may also include the provision of support to senior management on day to day activities and special projects.

Key Responsibilities include:

- Provides Technical Support across IT infrastructure platforms. 
- Responsible for Request, Incident and Problem resolution to agreed SLA’s.
- Supports team members in the completion of defined tasks and responsibilities.
- Provide expert advice and guidance in field of expertise, to other parts of the business as requested.
- Subject matter expert, provides advice and guidance on the correct application of technologies.
- Engage with internal and external customers and 3rd parties as required.
- Ensure that processes, procedures, documentation and workarounds are accurate and up to date at all times.
- Identify cross functional risks and support the business in the development of appropriate mitigation.
- Be flexible where travel to other sites may be required and completion of activities across shifts.
- In conjunction with your Manager, take responsibility for personal development and progression as appropriate.

Knowledge, Skills and Experience:

- Excellent knowledge of Windows Desktop & Server Operating Systems
- Excellent working knowledge of Dell Desktop / Laptop and Server hardware
- Excellent understanding and working knowledge of server and desktop virtualisation technologies
- Excellent working knowledge of Anti-virus products (Preferably Symantec)
- Excellent attention to detail
- Proven experience of delivering and maintaining high levels of customer satisfaction
- Ability to work well under pressure to meet deadlines
- Ability to take the initiative

 

Training and Qualifications Required:

- Minimum Certification in ITIL V3 Foundation Certification in Service Management
- ITIL Capability Certificate in Operational Support and Analysis or Service Operations or equivalent
- Microsoft MCSA Certified
- VMware VCP Certified is desirable
- Microsoft MCSE Certified or higher is desirable

My client operates a 24/7 shift rota, and there may be occasional need to be a part of this, which would receive shift allowance payments if/when required.

You will be working in a mixed working model, with a requirement to be onsite and work from home.