3rd Line Support Analyst - MECM / Intune
3rd Line Support Analyst - MECM / Intune
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Salary Not Disclosed
1 Vacancy
Job Description
Location: UK - Milton Keynes Job-ID: 214467 Contract type: Standard Business Unit: Information Technology
Life on the team
Location: UK - Nottingham UK - Hatfield UK - Milton Keynes
3rd Line Support Analyst MECM / Intune
Competitive Salary overtime comprehensive and flexible benefits
This role requires Enhanced SC Clearance or willingness to undertake
A fantastic opportunity has arisen for a 3rd Line Support Analyst to join our 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 role will focus on incidents requests and project work ensuring SLAs are met.
What youll do
Technical 80%
- Call and incident Management
- Respond to service calls and resolve incidents to ensure SLA targets are achieved
- Adhere to vendor escalation procedures (Microsoft Nexthink)
- Deliver and support a framework of best practice housekeeping and maintenance for the MECM / Intune toolsets across multiple customer environments
- Assist with technical escalations for other team members
- Monitor call queue and follow up with specialist support teams for resolution
- Overtime may be required on an ad hoc basis to support the incident change toolset upgrades problem resolution processes
- Provide support for new business and acceptance into service
- Adhere to customers and Computacenters Security Policies
Administration 20%
- Participate in team meetings
- Pro-actively share technical knowledge and advice with colleagues
- Maintain all administrative documentation as requested
- Utilize the relevant ITSM / ServiceNow tool suite to monitor progress of all incidents changes
- 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
- This role requires Enhanced SC Clearance or willingness to undertake
- 3 years experience managing maintaining configuring and troubleshooting large scale MECM / Intune environments
- Working knowledge of Build Patch Apps pack processes within MECM / Intune including troubleshooting
- Housekeeping and maintenance of application content and RBAC
- Experience of external tool integrations e.g. WSUS PXE
- In-depth experience with Microsoft Windows Server Operating Systems Windows Active Directory and Entra ID
- 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
- Familiarity of PowerShell / SQL to accomplish tasks and provide reporting
Desired:
- In depth experience in a 3rd Line Support capacity with demonstrable experience of resolving incidents in complex environments
- Expert understanding of supporting MECM / Intune environments
- Accurate and logical problem solving skills
- Ability and desire to excel in a team environment
- Microsoft 365 Certifications
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.
Required Experience:
IC
Employment Type
Full Time
