Second Line Analyst

Computacenter AG & Co. oHG; Milton Keynes; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a skilled 2nd Line Analyst to join their dynamic Wintel Support team in Milton Keynes. This role provides an excellent opportunity to enhance your technical skills while collaborating with various teams to resolve incidents and implement infrastructure changes. You will play a crucial role in ensuring excellent customer service and operational efficiency, making a significant impact on customer experiences. If you are passionate about technology and thrive in a collaborative environment, this position is perfect for you.

Qualifications

• 3+ years of experience in 2nd Line infrastructure support.
• Strong problem-solving abilities in high-pressure environments.

Responsibilities

• Resolve incidents and fulfill service requests, meeting SLA targets.
• Guide and support other 2nd Line Analysts in service desk operations.

Skills

2nd Line Infrastructure Support

Problem-Solving

Organizational Skills

Communication Skills

Technical Skills in Antivirus Solutions

Scripting (PowerShell)

Tools

Symantec Endpoint Protection

McAfee

Microsoft Defender

Ivanti UWM

ScienceLogic

SCOM

Quest Active Roles

Quest Recovery Manager

Job description

Select how often (in days) to receive an alert:

Second Line Analyst

Location: UK - Milton Keynes, UK - Hatfield, UK - Nottingham | Job-ID: 212221 | Contract type: Standard | Business Unit: Others

Life on the team

Join our dynamic Wintel Support team in Milton Keynes, where you’ll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Wintel Analyst, you’ll work closely with colleagues across different teams, including the 3rd Line specialists, to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customer’s estates. Your insights and expertise will be vital in supporting the team’s success, making a real impact on our customer experience.

What you’ll do

• Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service
• Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk environment
• Manage tickets, ensuring all incidents, requests, and problems are addressed within agreed timeframes
• Collaborate with various teams for problem-solving and project-driven work, enhancing your technical abilities and experience
• Support infrastructure change implementations, ensuring seamless transitions and minimal disruption

What you’ll need

• At least three years of experience in 2nd Line infrastructure support, ideally with hands-on experience in resolving server-related incidents
• Strong problem-solving abilities, with the ability to stay calm and efficient in a high-pressure environment
• Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner
• Strong technical skills in the following areas:
• Antivirus Solutions: Symantec Endpoint Protection, McAfee, Microsoft Defender
• Ivanti UWM: Environment Manager, Application Control, Performance Manager
• Monitoring Tools: ScienceLogic, SCOM
• Quest: Active Roles, Recovery Manager
• Scripting: PowerShell

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations 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 organisations, driving digital transformation, enabling people and their business.