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2nd Line Technical Support Analyst

Location:

Wakefield Road, Ossett

Salary:

25000.00 to 27000.00 GBP per Year

Discipline:

Job Type:

Permanent

Contact:

Loren Mann

Reference:

JO0000010161 Quick Apply Now!

2nd Line Technical Support Analyst
Our client are a fast-moving and has a forward thinking culture.  They offer a family feel work environment which offer incredible workspace perks. Investment in the talent, skill and dedication of their people translates into world class customer service making sure you deliver it on time, every time, all the time. 
 
This is an opportunity to join a successful company at the right time, ahead of further changes to our systems, and be instrumental in the guiding and developing technical excellence.
 
 Responsibilities for the role may include some of the following: 
 
·Level 2 & 3 incident ownership and management
·First point of escalation
·The ability to communicate technical issues to a non-technical audience
·Incident Management of major incidents
·Monitor outstanding incidents, changes, and service requests against SLA’s
·Daily queue review / stack management
·To record all incidents / changes within the Company’s service Desk tool
·Control and monitor Operations Bridge mailboxes in accordance with SLA / OLA’s
·Answer inbound phone calls where required
·Make outbound phone calls to customers keeping them informed on a regular basis
·Technical administrative work and monitoring, user admin etc
·Contribute to the various forms of Operations Bridge reporting (daily, weekly, monthly, and   quarterly)
·Act as interface to various third-party suppliers fronted by the Operations Bridge
·Build internal / external relationships through effective methods of communication
·Identify and work towards service improvements
·Ensure field calls are executed correctly on the Operations Bridge
·Contributing to delivering team performance to adhere to Group Information Security Policy.
· Monday – Friday day shifts with support of our on-call rota. 
·Additional duties as and when required
 
 
 Technical Skills, Knowledge and Experience
 
·VMware Support.
·Microsoft Hyper-V
·VMware
·Active Directory Support.
·Netapp FAS 20xx / On-Tap 7.x / 8.x or HP P2000 or P4000 SAN (Desired but not essential)
·MS Exchange Support and Administration.
·Sophos Security Solutions
·Terminal Services Support (MS, Citrix).
·WatchGuard Firewall Support
·Basic Cisco Routing and Switching Support
·Microsoft office knowledge
·Microsoft operating systems
·Excellent knowledge of TCP/IP Networking
·Active Directory Design Principals
·Backup / Restore Technologies
·Exchange Server 2007 / 2010 / 2013
·Basic Understanding of IP routing and switching
·A good working knowledge of IT networking principles including routing and switching
·Understanding of Internet Connectivity (ADSL / SDSL / MPLS)
·Excellent Documentation skills
 
 
Skills, Knowledge and Experience (Essential)
 
·Around 3 years’ experience in a similar role
·Proven ability of supporting desktop and Physical and virtualised environments
·Competent with Windows Operating Systems
·The ability to communicate technical issues to a non-technical audience
·Basic understanding of Active Directory and Group Policy
·Basic understanding of Office365
·Good troubleshooting experience and end user focused.
·Approachable with good interpersonal skills and the ability to interact with people at all levels.
·Eagerness to learn and develop
·Ability to work independently and as part of a team.
·Driven and resilient with a meticulous attention to detail and a high level of accuracy
·Effective communication (both written and verbal)
·Ability to handle difficult and demanding customer environments
·Highly organised with a willingness to work flexibly in response to changing requirements.
·Full clean UK driving licence for occasional customer site visits
·Ability to operate within a team.
·Broad technical knowledge of hardware and software desktop and server environments
·To adhere to group information security policy.
 
 
 
 
 
 
 

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