3rd Line Support Analyst - Wintel/Active Directory

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

Job summary

Computacenter Nottingham is hiring a 3rd Line Support Analyst specialising in Wintel and Active Directory. You will join our secure delivery team, providing proactive and reactive support for multiple customers, handling incidents, root cause analysis and change requests.

The role emphasises incident management, increasing first time fix rates, and adherence to ITIL processes, with a hybrid Nottingham working pattern and security clearance requirements.

Qualifications

• 5+ years' experience managing large scale hybrid environments.
• 3+ years' experience with Microsoft Windows Server operating systems, Active Directory and Entra ID, VMware/Hyper-V.
• Currently holds SC or above clearance Level.
• Knowledge of ITIL Service Operations: Incident, Request, Problem & Change.
• Clear communication and ability to work independently and in teams.

Responsibilities

• Call and incident management to resolve issues and meet SLA targets.
• Respond to service calls and resolve incidents to ensure SLA targets are achieved.
• Increase the First Time Fix rate and assist with technical escalations.
• Monitor call queue and coordinate with specialist teams for resolution.
• Adhere to customer and Computacenter security policies.

Skills

Active Directory

Windows Server

VMware/Hyper-V

Entra ID

PowerShell

ITIL

Group Policy

DNS/DHCP

Security policies

Incident management

SC Clearance

Tools

Ivanti

Quest tools

Migration Manager

Thales Luna HSM

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