2nd Line Support Analyst
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| Job Type | Permanent Full Time |
| Location | Reading |
| Area | Berkshire, England |
| Sector | Second Line Support |
| Salary | £30-32K, 10% bonus, 14% pension, private health care, 25 days ho |
| Start Date | ASAP |
| Advertiser | Danny Whelan |
| Job Ref | 893658 |
| Job Views | 118 |
- Description
- The Client
Our client is an award winning & thriving international Plc organisation based in Reading who require a 2nd Line Support Analyst to join a busy and forward thinking IT department to perform key role in assisting internal and external BAU projects.
The Role as 2nd Line Support Analyst
The position as 2nd Line Support Analyst entails working closely with the Network & Infrastructure engineering team. There is a broad range of works including trouble shooting, project work and BAU. The role requires an energetic, engaging, dynamic and passionate individual with an excellent attention to detail to work on the following projects;
- Monitoring and reporting on hosted environment.
- Provide hardware and software maintenance, consultation and recommendations about future planning and development resources delivering continual service improvements.
- Working and leading on a variety of technical and service projects.
- Monitor and champion the security of all technology.
- Monitor capacity and performance of all hosts and services.
- Working within our change control governance.
- High level technical representation on P1 issues, including conference calls and managing technical resolution. Documenting and educating the entire Service Team on workarounds and resolutions.
- Effective problem management skills, taking ownership of any technical or service related issue and ensuring all resolutions and recommendations are in line with the IT Service Strategy.
- Champions team-working, knowledge sharing and promotes the increased use of Shared Services Capability.
In addition to excellent communication, collaboration and people management skills, you should possess very good organisational skills, be a pragmatic person and highly focused on delivery. You should possess at least 3-5+ years’ experience of 1st/2nd Line Support.
Experience required;
- Monitoring, Maintenance, Troubleshooting/user set up and management of:
- Windows
- Microsoft Office 365
- Exchange Server
- Active Directory
- DNS
- DHCP MDM
- Ideally Microsoft certified
- Proactive, taking ownership and accountability of tasks. Can actively identify service improvements and work with the business to implement.
- Significant experience of leading ,training and developing teams within an operational service delivery or shared services environment.
- Strong training skills, developing technical knowledge throughout the entire IT Support team.
- Strong commercial and financial awareness, monitoring, coordination and budget ownership.
- Experience working with third party suppliers as part of the service team.
- Thorough understanding of customers’ business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements.
