Senior Support Analyst - 3rd Line
The Its
Senior Support Analyst - 3rd Line
£40000
The Its, Spital, Chesterfield
- Full time
- Permanent
- Remote working
Posted 2 weeks ago, 4 May | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 3552dc870d55439694533c4f68245439
Full Job Description
This is a fantastic opportunity for a 3rd Line Infrastructure Analyst to join a well-established Managed Services Provider near Chesterfield has arisen.
This position has arisen due to internal growth and increased senior-level support tickets on the Service Desk. The role will offer a mixture of support-based responsibilities, working alongside the wider team, being responsible for call escalations and 2 nd /3 rd line customer support.
Responsibilities within the position will include;
- Provision of 2 nd & 3 rd line support for incoming IT-related issues through the organisations ticket, Email and CRM systems.
- Support of Windows Server 2008 - 2019 (hosted and on prem), Active Directory, DNS/DHCP, Group Policy etc. plus MSP technologies such as Remote Server Monitoring, Managed Antivirus, Cloud Backup, Patch Management etc.
- Preparation and configuration of File Servers (on-premise and hosted environments), Switches, Routers etc.
- Responsible for tracking and progress-chasing of incidents to conclusion and in line with SLAs and quality standards and to the expectations of the customer.
- Provide a point of technical escalation to Junior team members, providing coaching and support where possible.
- Provide an excellent level of customer service to internal and external customers.
A proven background providing 3 rd line support, ideally working for an IT Services business. - Experience supporting, administering and implementing Microsoft 365, Teams, Azure, SQL and SharePoint.
- Strong understanding across Virtualization (Vmware/Hyper-V), Firewalls, Switches/Routers, backup's, hardware.
- Experience within an MSP environment would be advantageous.