They are seeking a highly skilled 2nd Line Support Analyst who will showcase exceptional interpersonal skills while collaborating, organizing, and maintaining crucial elements of the company's infrastructure to ensure its stable operation and continuous growth. This exciting role involves developing, supporting, and optimizing key functional areas, including network infrastructure, server infrastructure, storage, backup strategies, disaster recovery, and telecom systems.
Key technologies the business needs you to have experience with; Microsoft Windows environment, MacOS, Microsoft Intune and Microsoft Entra ID - these are a must.
The role is 5 days a week in the office at the client's office in Central London.
MAIN TASKS AND RESPONSIBILITIES
- Install and maintain IT and communications systems according to specifications, ensuring client requirements and deadlines are met, and systems are fully secure.
- Assist in diagnosing and resolving issue tickets promptly and efficiently, striving for a high level of first-time fixes.
- Serve as an escalation point for 1st and 2nd Line Service Desk Engineers, providing support and technical assistance to resolve staff queries.
- Respond effectively to technical issues, either resolving them or escalating as needed.
- Prioritize and manage workload to meet SLAs, while mentoring and guiding junior engineers to do the same.
- Independently manage projects from scoping to implementation and sign off.
- Log all service tickets received via telephone, email, and service portal, and handle them throughout the ticket stages.
- Maintain the appropriate documentation within the IT department.
- Adhere to company values, policies, procedures, and standards.
- Demonstrate excellent problem-solving and customer service skills.
- Possess a good understanding of a service management environment (ITIL).
- Collaborate effectively as a team player across all levels.
- Be a customer-focused individual with strong communication skills.
- Windows Server 2019-2022 (Essential)
- Windows Desktop 10-11 (Essential)
- Active Directory, DNS, DHCP, Group Policies
- SAN / NAS Storage
- MacOS (Essential)
- Microsoft 365 and Azure Administration
- Strong administrative abilities within Microsoft 365 portals and domains
- Strong administrative abilities within Azure AD
- Virtualisation (VMWare)
- Third Party / Domain SSL Certificate Management
- Networking – LAN, VLAN, Subnetting – Comfortable with switches configuration
- Microsoft Entra ID (Essential)
- Microsoft Intune (Essential)
- Microsoft Defender