3rd Line Infrastructure Engineer - SC Cleared

Computacenter AG & Co. oHG; Nottingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

Computacenter AG & Co. oHG is seeking a seasoned 3rd Line Support Analyst for Wintel/AD at one of our secure delivery locations (Nottingham, Hatfield or Milton Keynes). The role is full-time in office with SC clearance or willingness to obtain clearance.

You will join a shared delivery team providing proactive and reactive support across incident management, root cause analysis and change requests, focusing on first-time fix rates and SLA achievement.

Qualifications

• 5+ years' experience in managing, maintaining, configuring and troubleshooting large scale hybrid environments.
• 3+ years' experience with Microsoft Windows Server OS, Active Directory and Entra ID, VMware/Hyper-V.
• Currently holds SC or above clearance.
• Knowledge of ITIL Service Operations related to incident, request, problem and change management.
• Strong communication and teamwork skills.
• Ability to work independently and in teams, meeting deadlines.

Responsibilities

• Technical 80% focus: handle call and incident management, respond to service calls, resolve incidents to meet SLA targets, improve First Time Fix rate, follow escalation procedures, assist with technical escalations, monitor queues and coordinate with specialist teams.
• Administration 20% focus: participate in team and sector meetings, use ITSM tools to track incidents, complete incident records and paperwork, update call management system, assist with SLA reporting.

Skills

Hybrid environments

Active Directory / Entra ID

VMware/Hyper-V

ITIL Service Operations

SC Clearance

Communication skills

Team collaboration

PowerShell

Tools

PowerShell tooling

ITSM/tool suite

Microsoft Windows Server

VMware Vsphere

Azure Services

Job description

Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes | Job-ID: 215299 | Contract type: Standard | Business Unit: Information Technology

Overview

3rd Line Support Analyst – Wintel AD. Hatfield, Nottingham or Milton Keynes (full-time in office). Must be SC Cleared, or willingness to undertake clearance. A number of fantastic opportunities have arisen for a 3rd Line Infrastructure Support Analyst to join our 3rd line support team based at one of our Secure delivery locations (Nottingham, Hatfield or Milton Keynes). The successful candidate will join our shared delivery team supporting multiple customers, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests. The roles will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and broader call management.

Responsibilities

What you’ll do

• Technical 80%
• Call and incident management
• Respond to service calls and resolve incidents to ensure SLA targets are achieved
• Increase the First Time Fix rate
• Adhere to escalation procedures
• Assist with technical escalations for other team members
• Monitor call queue and follow up with specialist support teams for resolution
• Adhere to customer’s and Computacenter’s Security Policies

• Administration 20%
• Participate in team and sector meetings
• Utilise the relevant ITSM tool suite to monitor progress of all incidents
• Ensure accurate completion of all incident records and associated paperwork
• Monitor and update the call management system as required
• Assist with SLA reporting

Requirements

• 5+ years' experience managing, maintaining, configuring and troubleshooting large scale hybrid environments
• 3+ years' experience with Microsoft Windows Server Operating Systems, Windows Active Directory and Entra ID, VMware/Hyper-V
• Currently holds SC or above clearance level
• Good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role
• Ability to communicate clearly with peers as well as management
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Flexibility to adjust to changing requirements, schedules and priorities
• Ability to socialize ideas, make recommendations and gather team consensus to move forward
• Excellent communication, writing, meeting facilitation skills
• Technical qualifications, i.e. Microsoft Windows Server, VMware Vsphere, Microsoft Azure Services
• Familiarity of PowerShell to accomplish tasks and provide reporting
• In depth experience in a 3rd Line Support capacity, with demonstrable experience of resolving incidents in complex environments
• Good understanding of supporting server infrastructure within a hybrid (multi-platform) environment
• Management of Microsoft Windows Server within a hybrid environment
• Expert in providing operational support for identity services including Authentication, Authorization, Access, Federation
• Accurate and logical problem solving skills
• Ability and desire to excel in a team environment
• Active Directory deployment/configuration/troubleshooting skills, including Group Policy
• Entra ID authentication service and access control including conditional access policies / enterprise application deployment
• Supporting Microsoft Windows Networking Services such as DNS/DHCP
• Managing Anti-Virus services and reporting

• Advantageous:
• Azure Privileged Identity Management and Identity Governance
• Hold Windows Server Hybrid Administrator Associate Certification (AZ-800 / AZ-801)
• Hold Microsoft Identity and Access Administrator Certification (SC-300)
• Converged technologies (Simplivity, UCS)
• Virtualisation (VMware, Hyper-V)