2nd Line IT Support Analyst

An exciting opportunity to join our inhouse IT support team as our 2nd Line IT Support AnalystYour day-to-day activities will include:

Administering both on premise and cloud infrastructure to support the business
Providing 2nd line IT support for the business, to users via phone, email and remote access using our Service Desk system - requests include Hardware, Software, Network Infrastructure and Service change requests
Act as a primary point of escalation for 1st Line calls ensuring ownership and management of all calls taken, including responsibility for the resolution, escalation and final call close
Work as a team to manage the service desk ticketing system ensuring all queues are kept to a minimum. Supporting existing team members and mentoring where required

Liaise with 3rd party vendors creating strong relationships and escalating support calls as described by the escalation procedure and within the service level agreement

To assist in project implementation, such as technology refresh and rollouts
Identify opportunities to improve service delivery processes to ensure productivity and quality is maximized whilst adhering to IT best practices, and Company policies

Mainly based at our Head Office location with potential for travel to sites as and when required. May include occasional out of hours work

Technical Skills:

Strong knowledge and experience of administering: Microsoft Servers, Active Directory, Group Policy, NTFS permissions, DNS, DHCP, WSUS, MDT, WDS
LAN and WAN networking including: TCP/IP, DHCP, DNS, subnetting, VOIP, MPLS, VPN, Firewalls, Routers, switches. Wifi
Sound principles of IT Security best practice
Knowledge and experience of administering VMWare and Hyper V advantageous although not essential
Use of common backup and disaster recovery software
Wintel Hardware configuration and troubleshooting
Strong knowledge of supporting and administering Microsoft applications, Office 365, Exchange 365 mailbox administration, Sharepoint,
Solid experience of supporting desktop OS including Mac OS
End point Security tools, including Anti virus, Web filtering, Firewall rules, mobile device management

Who are we looking for:

In return, we are offering a rewarding role with scope for career progression along with;

A fun environment where you will receive the training and support to develop and progress
Free parking
Employee advise line, health cash plan with access to discounted high street perks
33 days annual leave
Free tea, coffee & fruit
Discounted accommodation, food and drink in our beautiful properties across the country
Pension & Life assurance
Long service awards, including free meals and free stays with your friends or family

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