2nd Line IT Analyst

Full Time IT Job Pro UK

Lynx Recruiting are working with an award-winning IT solution and managed services provider who are now looking for a 2nd Line IT Analyst to join their growing team.

You will take a supporting role in the management and resolution of customer’s technical issues, as well as taking a proactive stance in improving the managed services delivered through additional services and effective Problem Management.

Your primary role is resolution of 1st / 2nd line customer’s calls in accordance with defined Service Level Agreements, with professionalism and authority.

Please note: This role is fully remote and working on shift patterns and candidates need to be eligible for security clearance.

Key Responsibilities

* Take ownership of technical issues and see Incidents through to successful resolution

* Incident, Problem, Request and Event Management using Service Management toolsets, at all times ensuring your cases contain timely and comprehensive updates

* Respond to alerts received from the pro-active monitoring toolsets

* Perform vendor and management escalation of customer issues in a timely and appropriate fashion

* Develop excellent working relationships within the company, with customers, partners, and suppliers, ensuring that the reputation is always upheld.

* Proactive management of customer systems, enabling incident management and system performance to be maintained in accordance with defined SLAs.

* Carry out assignments and additional responsibilities, as specified by your Line Manager or the Board

Knowledge and Skills

* Exchange (Apply online only)

* Microsoft SQL

* Web filtering – Websense, Mimecast

* Networking Skills, Switching, Routing, VLANS, IPAM, Cisco

* Microsoft or Citrix Qualifications

* Windows Virtual Desktop (WVD)

* Antimalware Technologies, Microsoft Endpoint protection, McAfee

* Microsoft SharePoint

* Manage Service Provider experience (Desirable)

Normal Hours of Work: 37.5 hours per week, 7.5 hours.

There may be a requirement to be included in the below shift. (Depending on experience & Manager’s discretion)

* Shift Work Mon-Fri ranging between the hours of 07:00 – 18:30

* A Shift Mon-Fri between the hours of 11:30 – 20:00 (Additional shift payment)

* Late Shift Work Mon & Fri 13:30 – 22:00. Tues, Wed, Thurs 15:30 – 00:00 which will be on a 1 in 5 bases. (Additional shift payment)

To apply for this job please visit itjobpro.co.uk.