3rd Line Support Analyst - Wintel AD

Computacenter PLC; Hatfield; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading IT services company seeks a 3rd Line Infrastructure Support Analyst to join their team in Hatfield. The role involves providing proactive and reactive support across multiple customers, focusing on incident resolution and ensuring SLA compliance. Candidates should have extensive experience in managing hybrid environments and expertise with Microsoft Windows Server and Active Directory. Strong communication skills and relevant certifications are required. This role offers opportunities to work in a dynamic team and contribute to customer satisfaction.

Qualifications

• 5+ years’ experience managing, maintaining, configuring and troubleshooting large scale hybrid environments.
• 3+ years’ experience with Microsoft Windows Server Operating Systems and Entra ID.
• Good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management.

Responsibilities

• Call and incident management to ensure SLA targets are achieved.
• Increase the First Time Fix-rate and adhere to escalation procedures.
• Utilise the relevant ITSM tool suite to monitor progress of all incidents.

Skills

5+ years' experience managing hybrid environments

3+ years' experience with Windows Server and Active Directory

SC or above clearance level

Good understanding of ITIL service operations

Excellent communication skills

Ability to work independently and in teams

Familiarity with PowerShell

Education

Microsoft Windows Server Hybrid Administrator Associate Certification

Microsoft Identity and Access Administrator Certification

Tools

VMware vSphere

Microsoft Azure services

Entra ID

PowerShell

Job description

Job Overview

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 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%

Responsibilities

• 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

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
• 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

Desired

• 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
• Modern Device management (Intune, Workspace One)
• 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)