|Location: Guildford, Surrey||Salary: £28000 - £35000 per annum|
|Sector: IT & Telecoms||Type: Permanent|
|Contact: Simon Kiely||Job Published: about 1 month ago|
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
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