3rd Line Support Analyst - Wintel/Active Directory

Computacenter AG & Co. oHG; Nottingham; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Computacenter AG & Co. oHG in Nottingham is seeking a 3rd Line Infrastructure Support Analyst specializing in Wintel/Active Directory to join our secure delivery team in a hybrid role.

You will manage incidents, drive first-time fixes, adhere to ITIL processes, and support multiple customers across estate management. The role requires 5+ years in large hybrid environments, strong AD/Windows and Entra ID skills, and SC clearance or willingness to obtain.

Qualifications

• 5+ years' experience managing large scale hybrid environments.
• 3+ years Windows Server, Active Directory and Entra ID, VMware/Hyper-V.
• Currently holds SC clearance or above.
• Knowledge of ITIL Service Operations; Incident, Request, Problem & Change Management.
• Clear communication with peers and management.
• Self-driven and able to work in groups.
• Flexibility to adapt to changing requirements and priorities.
• Ability to share ideas and gain team consensus.
• Excellent written and verbal communication.
• Technical qualifications: Windows Server, VMware Vsphere, Microsoft Azure Services.
• Entra ID authentication and access control including conditional access policies.
• Experience in a 3rd Line Support capacity resolving incidents in complex environments.
• Experience supporting server infrastructure in a hybrid (multi-platform) environment.
• Management of Microsoft Windows Server in a hybrid environment.
• Operational support for identity services including Authentication/Authorization/Access.
• Problem solving with accuracy and logic.
• Ability to excel in a team environment.
• AD deployment/configuration including Group Policy.
• Entra ID deployment and access control.
• DNS/DHCP management.
• Anti-Virus management.

Responsibilities

• Call and incident management.
• Respond to service calls and resolve incidents to meet SLA targets.
• Increase the First Time Fix rate.
• Adhere to escalation procedures.
• Assist with technical escalations for other team members.
• Monitor call queue and coordinate with specialist support teams for resolution.
• Adhere to security policies.

Skills

Windows Server

Active Directory

Entra ID

PowerShell

ITIL

Incident management

Hybrid environment

SC clearance

Tools

Vmware Vsphere

Azure

Anti-Virus

ITSM tools

Job description

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3rd Line Support Analyst - Wintel/Active Directory

Location: UK - Nottingham | Job-ID: 220018 | Contract type: Standard | Business Unit: Information Technology

Life on the team

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

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.

We’re a place where you can belong

With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply.

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!