2nd Line Analyst

Location: UK - Milton Keynes UK - Hatfield UK - Nottingham Job-ID: 216700 Contract type: Standard Business Unit: Service Desk

Life on the team

Due to a new contract win we are looking to build a team of a 2nd Line Support Analysts from our Technical Operations Command Centres in either Nottingham Milton Keynes or Hatfield. The role requires an initiative-driven proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers within multiple be part of a collaborative environment that values continuous learning and development. As a 2nd Line Wintel Analyst youll work closely with colleagues across different teams including the 3rd Line specialists to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customers estates. Your insights and expertise will be vital in supporting the teams success making a real impact on our customer experience.

Youll need to either hold current Government SC clearance or be eligible to achieve role also requires working 5 days per week at our offices so please bear this in mind when applying

What youll do

• Resolve incidents and fulfil service requests ensuring we meet SLA targets and provide excellent customer service
• Guide and support other 2nd Line Analysts offering assistance with escalations and helping to maintain an efficient service desk environment
• Manage tickets ensuring all incidents requests and problems are addressed within agreed timeframes
• Collaborate with various teams for problem-solving and project-driven work enhancing your technical abilities and experience
• Support infrastructure change implementations ensuring seamless transitions and minimal disruption

What youll need

• At least three years of experience in 2nd Line infrastructure support ideally with hands-on experience in resolving server-related incidents
• Strong problem-solving abilities with the ability to stay calm and efficient in a high-pressure environment
• Excellent organisational and communication skills capable of collaborating across teams and addressing service issues in a methodical and efficient manner
• Strong technical skills in the following areas
• Antivirus Solutions: Symantec Endpoint Protection McAfee Microsoft Defender
• Cloud Fundamentals: Microsoft Azure Amazon Web Services (AWS)
• Directory Services: Active Directory Domain Services Entra ID
• Ivanti UWM: Environment Manager Application Control Performance Manager
• Monitoring Tools: ScienceLogic SCOM
• Networking Fundamentals: DNS DHCP TCP/IP
• Policy Management: Group Policy Intune Policy
• Quest: Active Roles Recovery Manager
• Scripting: PowerShell

About us

We are a leading independent technology and services provider trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source transform and manage their technology infrastructure to deliver digital transformation enabling people and their business.

Our business may be about technology but first of all its about people

With over 20000 people across 22 countries we are proud of our inclusive culture - where everyone can thrive feel valued and truly belong.

As an equal opportunities employer were committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits regardless of your age disability ethnicity gender identity or any other characteristics protected by law. What matters most to us is that you share our vision and values and bring the experience and skills were looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive forward-thinking environment - wed love to hear from you!