|Location: Surrey, England||Salary: £25000 - £28000 per annum + + Benefits|
|Type: Permanent||Contact: Gautam Raval|
2nd Line Support Analyst x4
Skills - Citrix / XenDesk / XenServer / NetScaler / Exchange 2003 - 2013 / Active Directory
Due to continued growth my client based in Surrey who are a manged service provider are recruiting x4 2nd Line Support Analyst to be working as part of a 24x7 team shift rota.
As a 2nd Line 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.
2nd Line 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.
2nd Line Support essential experience:
*Citrix - XenDesk / XenServer / NetScaler
*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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