2nd Line Support Analyst - Citrix, Exchange, Active Directory

Location: Guildford, Surrey Salary: £28000 - £35000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Simon Kiely

Skills - Citrix (XenDesk / XenServer), Exchange 2003 - 2013 / Active Directory

Due to continued growth my client who are a manged service provider based nr Guildford, Surrey, are recruiting for a 2nd Line Support Analyst to be working as part of a 24x7 team shift rota.

Support Analyst you will:

  • To provide a point of escalation and contact for IT incidents & service requests
    *Logging, maintaining and taking ownership of customers' cases in accordance with defined SLA's
    * Managing events and changes on behalf of customers
    *Acting with professionalism and providing excellent customer service at all times with focus on making all customer contacts a positive experience.

Support Analyst role specification:

  • Excellent technical service skills gained in a service desk/support capacity
    *Commercially aware, good literacy and numeracy skills
    *Excellent analytical and problem solving skills
    *Ability to work independently, flexibly and with initiative; shows ambition to succeed
    *Adhere to ITIL-based processes for the ongoing management of the customer environment
    *Shift Rota: scheduled per month as part of the 24x7 support team. Example shifts: Weekday 06:30-15:00, 08:00-16:30, 11:00-19:30, 15:30-00:00, Weekend 08:00-20:00, 20:00-08:00.

Support Analyst essential experience:

  • Citrix - XenDesk / XenServer
    *Exchange 2003 - 2013
    *Microsoft Active Directory
    *Microsoft Server 2008 - 2013
    *Microsoft Desktop support
    *Software Patch Management

Preferred experience of the following:

  • Cisco, Networking technologies, LAN\WAN, Firewalls
    *Backup technologies, Veeam, Backup Exec
    *Web filtering
    *Mobile Devices
    *Hyper-V, VMware

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview.

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