3rd Line Support - Wintel AD (211974)

Location: UK - Nottingham UK - Hatfield UK - Milton Keynes Job-ID: 211974 Contract type: Standard Business Unit: Information Technology

Life on the team

3rd Line Support Analyst Wintel AD

Competitive Salary on-call overtime comprehensive and flexible benefits

Hatfield Nottingham or Milton Keynes (full-time in office)

Must be SC Cleared or willingness to undertake

Multiple Opportunities

A fantastic opportunity has arisen for3rdLine Infrastructure Support Analyst to join our3rd line support team based at one of our delivery locations (Nottingham Hatfield or Milton Keynes)

The successful candidate will join our shared delivery team supporting multiple customers providing proactive and reactive support of the estate management including resolution of incidents root cause analysis and completion of change requests.

The roles will focus on incidents increasing the first time fix rates ensuring SLAs are met and wider call management.

What youll do

Technical 80%

• Call and incident Management
• Respond to service calls and resolve incidents to ensure SLA targets are achieved
• Increase the First Time Fix rate
• Adhere to escalation procedures
• Assist with technical escalations for other team members
• Monitor call queue and follow up with specialist support teams for resolution
• Adhere to customers and Computacenters Security Policies

Administration 20%

• Participate in team and sector meetings
• Utilise the relevant ITSM tool suite to monitor progress of all incidents
• Ensure accurate completion of all incident records and associated paperwork
• Monitor and update the call management system as required
• Assist with SLA reporting

What youll need

• 5 years experience managing maintaining configuring and troubleshooting large scale hybrid environments
• 3 years experience with Microsoft Windows Server Operating Systems Windows Active Directory and Entra ID VMware/Hyper-V
• Currently holds SC or above clearance level.
• Has a good understanding of ITIL Service Operations; Incident Request Problem & Change Management as it relates to a support role
• Able to communicate clearly with peers as well as management
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Flexibility to adjust to changing requirements schedules and priorities
• The ability to socialize ideas make recommendations and gather team consensus to move forward
• Excellent communication writing meeting facilitation skills
• Technical qualifications i.e. Microsoft Windows Server Vmware Vsphere Microsoft Azure Services
• Familiarity of PowerShell to accomplish tasks and provide reporting

Desired:

• In depth experience in a 3nd Line Support capacity with demonstrable experience of resolving incidents in complex environments
• Good understanding of supporting server infrastructure within a hybrid ( multi-platform ) environment
• Management of Microsoft Windows Server within a hybrid environment
• Expert in providing operational support for identity services including Authentication Authorization Access Federation
• Accurate and logical problem solving skills
• Ability and desire to excel in a team environment
• Active Directory deployment/configuration/troubleshooting skills including Group Policy
• Entra ID authentication service and access control including conditional access policies / enterprise application deployment
• Supporting Microsoft Windows Networking Services such as DNS/DHCP
• Managing Anti-Virus services and reporting

Advantageous:

• Modern Device management (Intune Workspace One)
• Azure Privileged Identity Management and Identity Governance
• Hold Windows Server Hybrid Administrator Associate Certification (AZ-800 / AZ-801)
• Hold Microsoft Identity and Access Administrator Certification (SC-300)
• Converged technologies (Simplivity UCS)
• Virtualisation (VMware Hyper-V)

About us

With over 20000 employees across the globe we work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and helping our customers to source transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the worlds greatest organisations driving digital transformation enabling people and their business.