2Nd Line Support Analyst

Akkodis; Hatfield; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking organization as a 2nd Line Support Analyst, where you'll be part of a dedicated team focused on incident resolution and operational excellence. This role offers a chance to work with emerging technologies while enhancing your skills in IT infrastructure support. You'll be responsible for monitoring batch processes, managing service calls, and ensuring high first-time fix rates. If you thrive in a dynamic environment and are eager to take on new challenges, this opportunity is perfect for you.

Qualifications

• Experience in second-line infrastructure support.
• Ability to work in a rotating 24/7 shift pattern.

Responsibilities

• Monitor and manage batch processes and events.
• Respond to service calls and resolve incidents to meet SLA targets.
• Assist with technical escalations within the team.

Skills

SQL

Wintel

Messaging

Patching

Incident Resolution

Job description

2nd Line Support Analyst - 24/7

Akkodis is currently partnering with a market-leading service provider to recruit several 2nd Line Support Analysts to join their acclaimed team. This is an exciting opportunity to be part of an established team that offers development and training opportunities, along with exposure to emerging technologies.

The Role

As a 2nd Line Support Analyst, you will be a proactive individual with an understanding of IT infrastructure, working in triage support across multiple customers and technologies. The role focuses on incident resolution, increasing first-time fix rates, Batch Management, and Event Monitoring.

The Responsibilities

• Monitor and manage batch processes.
• Monitor and manage events and alerts.
• Respond to service calls and resolve incidents to meet SLA targets.
• Manage patches.
• Enhance the first-time fix rate.
• Follow escalation procedures.
• Assist with technical escalations within the team.
• Monitor call queues and coordinate with support teams for resolution.

The Requirements

• Security clearance (SC) or the ability to achieve it.
• Good technical knowledge of SQL, Wintel, Messaging, and Patching is highly beneficial.
• Experience or exposure to infrastructure support at a second-line level.
• Ability to work rotating 24/7 shift patterns.
• Excellent organizational skills and a methodical approach to resolving service issues.

If you're seeking an exciting challenge with a leading organization, please apply now.