Senior Support Analyst - 3rd Line
Location
Chesterfield, Derbyshire | United Kingdom
Job description
Location – Chesterfield Offices/WFH/Customer sites visits
Salary – up to £40,000 basic
Permanent Vacancy
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.
Experience required
- 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.
Job tags
Salary
£40k per annum
