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2nd Line Support Analyst

Bespoke Personnel Ltd
Job LocationOldbury
EducationNot Mentioned
Salary£23,000 - £25,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

2nd Line Support Analyst £25000 Wolverhampton MSPThe 2nd Line Service Desk Analyst role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets.Duties and Responsibilities include :

  • Dealing with 2nd line assigned tickets, providing support over multiple channels.
  • Diagnose and resolve technical hardware, operating system and software issues, ensuring highest level of customer satisfaction.
  • Escalating tickets as and when required using internal guidelines.
  • Liaising with partners and third parties to resolve customer issues.
  • Taking ownership, monitoring and tracking of open cases, emails in helpdesk ticketing system and responding to support requests in a timely manner according to the defined SLA’s and OLAs.
  • Respond to requests for technical assistance in person, via phone or electronically on time.
  • Communicate the progress of resolution to end users and supervisors in a timely manner and make sure the customer is kept in the loop throughout the support life cycle.
  • Log and update all help desk interactions on the provided service desk and business toolsets
  • Track and route problems/requests and document resolutions with the provided service desk and business toolsets
  • Obtain Microsoft & other related technical certifications
    • Knowledge, skills and experience
  • Experience troubleshooting and supporting Citrix environments, both end user and core architecture (XenApp/XenDesktop, Netscaler, Director, Studio)
  • Operational knowledge of Hyper-V, Virtual Machine Manager, clustered services (failover cluster manager), V-Sphere
  • Experience troubleshooting and supporting storage environments (NetApp and/or 3Par advantageous but not essential)
  • Experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions (Datto and/or Microsoft DPM advantageous but not essential), antivirus software, and networking
  • Knowledge and experience in MS Exchange platform and knowledge in SCOM and SCCM would be an added advantage.
  • In depth knowledge in TCP/IP, DNS, DHCP, IIS, Active Directory, RDS, Group Policy, LAN, WAN and wireless technologies, switch and router device configuration and troubleshooting (preferably Cisco and/or HPE/Aruba)
  • Proven experience and certification in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity.
  • Proven experience in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (GPO, 3rd party tools), performing system restores and using vendor diagnostic tools .
  • Understanding of security products and the cyber threat landscape;
    • This is an excellent opportunity to progress in a fast moving and expanding company. Must of worked in a MSP company and looking to progress. The role is based in Oldbury and then moving to Wolverhampton. Required skills
  • Active Directory
  • Citrix
  • Ticketing Systems
  • 2nd Line
  • MSP Practitioner

    • Keyskills :
    Active Directy Citrix Ticketing Systems 2nd Line MSP Practitioner

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