3rd Line Support Analyst - Wintel/Active Directory

Computacenter; Nottingham; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

On-call allowance

Overtime pay

Flexible benefits

Job summary

Computacenter in Nottingham is seeking a 3rd Line Infrastructure Support Analyst to join a hybrid, Nottingham-based team. The role focuses on resolving incidents, ensuring SLA targets are met and improving first-time fix rates within a secure delivery environment.

The ideal candidate will have 5+ years in large hybrid environments, strong Windows Server/AD/Entra ID experience, VMware/Hyper-V and ITIL knowledge, plus SC clearance or willingness to obtain.

Qualifications

• 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.
• Excellent communication, writing and meeting facilitation skills.

Responsibilities

• Call and incident Management to meet SLA targets.
• Respond to service calls and resolve incidents to achieve first-time fix.
• Increase the First Time Fix rate and adhere to escalation procedures.
• Assist with technical escalations and monitor call queues.
• Maintain incident records and prepare SLA reports.
• Support identity services including Authentication, Authorization and Access.

Skills

Incident Management

ITIL Service Operations

Active Directory

Entra ID

PowerShell

VMware/Hyper-V

Security Policies

SC Cleared

Tools

ITSM tools suite

Microsoft Windows Server

Azure Services

Group Policy

DNS/DHCP

Anti-Virus

Job description

3rd Line Support Analyst – Wintel/Active Directory

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

Nottingham based – hybrid work pattern available

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 in Nottingham.

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 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)
• Experience with Ivanti products would be advantageous
• Experience with Quest administration and migration tools (e.g. Active Roles, Change Auditor, Migration Manager)
• Experience with Thales Luna HSM solutions, including cryptographic key management, certificate services