3rd Line Infrastructure Engineer - SC Cleared

Computacenter AG & Co. oHG; Nottingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading independent technology provider is seeking a 3rd Line Support Analyst for their Nottingham, Hatfield, or Milton Keynes locations. The role includes providing technical and administrative support, managing incidents, and ensuring that service level agreements are met. Candidates should have at least 5 years' experience in a hybrid environment, expertise in Microsoft Windows Server and Active Directory, and preferably hold SC clearance. This full-time position offers competitive salary and flexible benefits.

Benefits

Competitive salary

Comprehensive benefits

On-call and overtime pay

Qualifications

• 5+ years' experience managing and troubleshooting large scale hybrid environments.
• 3+ years' experience with Microsoft-related technologies.
• Willingness to obtain SC Clearance if not currently held.

Responsibilities

• Provide proactive and reactive support for multiple customers.
• Manage and resolve incidents, adhering to SLA’s.
• Assist with technical escalations and monitor call queue.

Skills

Microsoft Windows Server Operating Systems

Windows Active Directory

Entra ID

VMware

Hyper-V

PowerShell

DNS

DHCP

Incident Management

Tools

ITSM Tool Suite

Job description

Location: UK (Nottingham, Hatfield, Milton Keynes) | Job-ID: 216697 | Contract type: Standard | Business Unit: Information Technology

Life on the team

3rd Line Support Analyst – Wintel AD

Competitive Salary + on-call, + overtime + comprehensive and flexible benefits

Hatfield, Nottingham or Milton Keynes (full-time in office)

Must be SC Cleared, or willingness to undertake

A number of fantastic opportunities have arisen for 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 role will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management.

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

What you’ll need

• 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.
• Has a good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role
• Able 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
• The 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 3nd 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)

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!