2nd Line Support

Location: Woking, Surrey Salary: £25000 - £28000 per annum + + Benefits
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Gautam Raval

2nd Line Support Analyst

My client based in Surrey are a Microsoft Gold Partner as well as a large managed service provider with a large portfolio of clients who are looking to recruit a 2nd Line Support Analyst with experience of Citrix, Exchange, Microsoft Products SQL, AD, Office365, Networking.

As a 2nd Line Support Analyst you will receive the following benefits:

  • Pension
  • Free Car Parking
  • Reward and discounts scheme
  • 23 days A/L plus bank holidays
  • Volunteer Day
  • Eye care vouchers

As a 2nd Line Support Analyst you will be working in a shift pattern as follows:

  • Monday - 13:30 - 22:00
  • Tuesday - 15:30 - 00:00
  • Wednesday - 15:30 - 00:00
  • Thursday - 15:30 - 00:00
  • Friday - 13:30 - 22:00
  • Saturday - 08:00 - 12:00 - Remote work from home - 1 every 6 weeks

As a 2nd Line Support Analyst who will be paid an additional amount for the above shifts worked.

2nd Line Support Analyst Responsibilities:

As a 2nd Line Support Analyst you will take a supporting role in the management and resolution of customers technical issues, as well as taking a proactive stance in improving the managed services delivered.

Your primary role is resolution of 1st / 2nd line customer's calls in accordance with defined Service Level Agreements, with professionalism and authority.

2nd Line Support Analyst Job Specifications:

  • Excellent technical and customer service skills.
  • Commercially aware, good literacy and numeracy.
  • Excellent analytical and problem solving skills.
  • Ability to work independently with initiative.
  • Adhere to ITIL-based processes for the ongoing management of the customer environment.
  • Experience of Service desk environment
  • Highly motivated, flexible and committed attitude toward service delivery
  • Drive, energy and initiative
  • Professional approach

2nd Line Support Analyst Essential Experience:

  • 3-4 years' essential experience of one or more of the following:
  • Backup Software - Veeam, Dell AppAssure, Backup Exec
  • Exchange 2003 - 2013
  • Citrix - XenApp, Access Gateway, XenDesktop
  • Microsoft Active Directory
  • Microsoft; Core Infrastructure & Desktop
  • Microsoft SQL
  • Web filtering - Websence, Mimecast
  • Mobile Devices
  • Virtualization - Hyper-V, VMware
  • Networking - LAN\WAN, Firewalls.
  • Microsoft or Citrix Qualifications

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