Technical Support Analyst – 2nd Line

£27k - £35k (dependant on experience)

This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects. 

This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies.  In-house training is provided and is complemented, by agreement, with official industry programs.

Responsibilities:

• Providing 2nd level support remotely and occasionally on-site when required
• Managing open tickets within SLA, and maintaining ownership
• Working closely with team members, customers, and suppliers to resolve issues and manage expectations.
• Creating/Updating/Reviewing Knowledge Base Articles
• Designing/Implementing Projects
• Researching/implementing new technology and solutions
• On-call shift rota, and occasional evening/weekend work (scheduled overtime)

The successful candidate should have:

• A minimum of 2 years 1st/2nd level technical helpdesk experience, ideally at a Managed Service Provider
• Excellent customer service and communication skills
• Full clean UK Driving license.
• Experience interacting with clients at all levels (from Senior Management down)
• Ability to prioritise tasks on a busy and fast paced Service Desk
• Ability to work in a team and with minimal supervision.

Technical skills (training will be provided for any gaps in knowledge):

• Microsoft 365:
• Exchange/SharePoint Online
• Teams (Including voice)
• Identity Management
• Migration experience
• Endpoint MDM
• Microsoft Azure:
• Virtual Infrastructure (Containers and networking)
• Azure VPN Gateways
• Azure Networking
• Azure AD Connect/Hybrid deployments.
• Azure Virtual Desktop/Remote Desktop Services
• Microsoft Windows:
• Workstation from 7-11.
• Server from 2003+
• Hyper-V
• Active Directory/DNS/DHCP/Group Policy
• Exchange On-Premise 2013+
• Infrastructure:
• Storage
• Networking (Unifi Cloud Controller, Meraki, plus general concepts)
• Data Protection (Backups, DR etc...)
• CAT5/CAT6 cabling basics.
• Security:
• An understanding of technical security concepts

Benefits

• Company Pension
• Gym membership at Office location
• On-site parking
• Employee Assistance Program
• 25 days holiday a year
• Flexible hybrid working