3rd Line Support - Wintel AD

Computacenter; Nottingham; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled 3rd Line Support Analyst to join their dynamic team. This role offers the opportunity to provide proactive and reactive support for various clients, focusing on incident resolution and root cause analysis. With a strong emphasis on meeting service level agreements, you will play a crucial role in enhancing operational efficiency. If you have a passion for technology and thrive in a collaborative environment, this position is perfect for you. Join a team that values innovation and excellence in delivering IT solutions.

Benefits

Comprehensive benefits

Flexible work options

On-call pay

Overtime pay

Qualifications

• 5+ years in managing and troubleshooting hybrid environments.
• 3+ years with Windows Server, Active Directory, and VMware/Hyper-V.

Responsibilities

• Manage incidents and ensure SLA targets are achieved.
• Increase First Time Fix rate and monitor call queue.

Skills

Microsoft Windows Server

Active Directory

VMware

ITIL Service Operations

PowerShell

Problem-solving

Communication Skills

Education

Microsoft Windows Server Hybrid Administrator Associate Certification

Microsoft Identity and Access Administrator Certification

Tools

ITSM Tool Suite

Azure

Intune

Workspace One

Job description

Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes | Job-ID: 211974 | 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

Multiple Opportunities

A fantastic opportunity has arisen for a 3rd Line Infrastructure Support Analyst to join our 3rd line support team based at one of our 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%

• 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
• 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 with 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
• Expertise 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:

• 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)
• Virtualization (VMware, Hyper-V)

About us

With over 20,000 employees across the globe, we work at the heart of digitization, advising organizations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform, and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organizations, driving digital transformation, enabling people and their businesses.