Second Line Support Analyst

Computacenter; Milton Keynes; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a proactive 2nd Line Support Analyst to join their dynamic team. This role offers a unique opportunity to enhance your technical skills while providing essential support across multiple customers and technologies. You will work closely with various teams to resolve incidents, fulfill service requests, and implement infrastructure changes, all while ensuring excellent customer service. If you thrive in a collaborative environment and are eager to contribute to team success, this position is perfect for you. Join a forward-thinking company that values continuous learning and development.

Qualifications

• 3+ years of experience in 2nd Line infrastructure support.
• Strong problem-solving and organizational skills.
• Hands-on experience with server incident resolution.

Responsibilities

• Resolve incidents and fulfill service requests, meeting SLA targets.
• Guide and support other 2nd Line Analysts.
• Collaborate on problem-solving and project work.

Skills

2nd Line Infrastructure Support

Problem-Solving Skills

Organizational Skills

Communication Skills

Server Incident Resolution

Scripting (PowerShell)

Tools

Symantec Endpoint Protection

McAfee

Microsoft Defender

Ivanti UWM

ScienceLogic

SCOM

Quest Active Roles

Quest Recovery Manager

Job description

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Hiring Cyber Security & IT Professionals

Life on the team

Due to a new contract win, we are looking to build a team of 24/7 2nd Line Support Analysts from our Technical Operations Command Centres in Nottingham, Milton Keynes, or Hatfield.

The role requires an initiative-driven, proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers and technologies.

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 3rd Line specialists, to resolve incidents and implement infrastructure changes.

This role offers a great opportunity to hone your technical skills while contributing to seamless customer support. Your insights will be vital in supporting team success and enhancing customer experience.

You need to hold current Government SC clearance or be eligible to achieve it. The role requires working 5 days per week at our offices, so please consider this when applying.

What you’ll do

1. Resolve incidents and fulfill service requests, meeting SLA targets and ensuring excellent customer service.
2. Guide and support other 2nd Line Analysts, assisting with escalations and maintaining an efficient service desk.
3. Manage tickets, ensuring timely resolution of incidents, requests, and problems.
4. Collaborate with various teams on problem-solving and project work to enhance your technical skills.
5. Support infrastructure change implementations with minimal disruption.

What you’ll need

1. At least three years of experience in 2nd Line infrastructure support, with hands-on experience in server incident resolution.
2. Strong problem-solving skills, able to remain calm and efficient under pressure.
3. Excellent organizational and communication skills for cross-team collaboration and effective service issue resolution.
4. Technical skills in:
   • 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

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Information Technology & Services, IT Services, IT Consulting