3rd Line Technical Analyst

Chalkline; Borehamwood; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading company is seeking a 3rd Line Technical Analyst to engage with clients on technologies such as Microsoft 365 and Azure. The role involves managing incidents, mentoring apprentices, and ensuring high standards in service delivery. The ideal candidate will have 3-5 years of experience in technical support, with a focus on maintaining quality relationships and collaborating with various teams. Competitive salary and benefits are offered, including training budgets and opportunities for professional development.

Benefits

20 days holiday plus bank holidays

Bupa Cash plan with EAP support

4% Pension contribution

Stock options after 1 year

Private Health Insurance after 2 years

Opportunities for development with training budgets

GBP500 salary uplift upon passing Microsoft Certification

Exam preparation study time

Thanks CSAT Amazon vouchers

Free parking

Qualifications

• 3-5 years of experience supporting technologies at a 3rd line level.

Responsibilities

• Serve as technical escalation point for 1st and 2nd line teams.
• Manage incident lifecycle to resolution.
• Collaborate with Professional and Managed Services teams.

Skills

Microsoft 365

Microsoft Azure

Intune

Windows Server

Active Directory

Windows networking

Job description

3rd Line Technical Analyst

Location:

Borehamwood, WD6 1JD

Salary:

GBP45,000 - GBP55,000 DOE plus benefits (detailed below)

Contract:

Full-time, permanent

Benefits:

• 20 days holiday plus bank holidays
• Bupa Cash plan with EAP support after 1 month of service
• 4% Pension contribution (matched by employee)
• Stock options after 1 year of service
• Private Health Insurance after 2 years of service

About Us

Chalkline is a Microsoft Solutions Partner in Modern Work & Infrastructure Azure with an Advanced Specialisation in Azure Virtual Desktop.

We are heavily customer and employee focused, dedicated to providing the best client experience and enjoying the journey.

We support your career development through experience and training, emphasizing high standards and continued technical growth through Microsoft accreditations.

Role Overview

As a 3rd Line Technical Analyst, you will work directly with clients on technologies including Microsoft 365, Azure, Intune, Windows, macOS, server management tools, and networking projects.

Responsibilities

• Serve as technical escalation point for 1st and 2nd line teams
• Maintain quality relationships with end users
• Liaise with customers regarding queries and requirements
• Update case/project sheets daily
• Act as a point of contact during projects
• Manage incident lifecycle to resolution
• Monitor support queues
• Assist with pre-sales meetings, workshops, and follow-up documentation
• Manage internal IT tasks: domain, servers, PC builds, software deployment
• Research and develop products
• Collaborate with Professional and Managed Services teams, mentor apprentices, and work independently on bench work
• Develop and improve processes
• Be available for onsite visits and emergency call-outs
• Support hardware deployment and software installations
• Stay informed about industry technologies and products
• Complete personal development exams
• Supervise team work to ensure high standards and support team members

Candidate Requirements

3-5 years of experience supporting the following technologies at a 3rd line level:

• Microsoft 365
• Microsoft Azure
• Microsoft Entra
• Intune
• Windows Server (2016, 2019, 2022)
• Active Directory
• Windows networking, basic routing, switching, and firewall rules
• Printer troubleshooting

Benefits

• Opportunities for development with training budgets
• GBP500 salary uplift upon passing Microsoft Certification
• Exam preparation study time
• Thanks CSAT Amazon vouchers
• Free parking and more