2nd Line Analyst

2nd Line Service Desk Analyst Role: 2nd Line Support Location: Ipswich Salary: £30,000-£32,000 DOE Industry: MSP Monday to Friday with occasional Saturday (1 in 6) Are you an experienced technical support analyst looking for the next step in your career? Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression? Do you have extensive knowledge of technologies such as Active Directory, Azure/O365, Citrix, VMWare and Powershell? Then this may be the perfect role for you Client: Concept IT are looking for an experienced IT Support analyst to work for a busy SME MSP based in Ipswich. My client provides a busy service desk to customers all over the world and due to a sustained period of growth are looking to expand their IT team. The role is Monday to Friday, 8 hour shift pattern starting between 8.30am-10am. Role: Provide 2nd line / Platform Support for any information technology issues and problems Answer all incoming 2nd line / Platform Support calls in a professional, confident, and timely manner following contractual SLAs and KPIs Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales. Take ownership of proactive maintenance tasks i.e., Patching, schedule routine tasks Develop and maintain communication skills appropriate to the environment Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion Ensure a high standard of ticket management and quality of information within the ITSM tool suite Monitor, troubleshoot and escalate alerts. Desired Requirements: Proven track record with customer service skills Exceptional communication skills, both verbal and written Experience in Microsoft Stack, end user to server including AD, DNS, DHCP etc Experience with Cloud (Azure /AWS/ O365), Citrix, WSUS, VMware and PowerShell Proven problem-solving skills with the ability to identify root cause Knowledge of Business-related applications Possess the ability to work under pressure in a fast-moving environment Experience and ability to train and mentor colleagues and SDA team Good understanding of principles of ITIL Framework Advantageous Requirements: Citrix CCA-V Microsoft MCSA-MCSE or roles-based certificates Knowledge of troubleshooting Platform and 2nd line issues Experience with Citrix Cloud, SQL, Intune, Backups (Veeam), SCCM, Nutanix, Firewalls (zscaler) Any additional IT certifications and/or accreditations an advantage Keywords: Citrix - VMWare - 0365 - AWS - AZURE - WSUS - ZSCALER - INTUNE - SCCM - Veeam - SQL - 2nd This job was originally posted as www.totaljobs.com/job/94415327

Similar searches: Permanent, Full Time, Technology, Ipswich