Second Line Support Analyst - Infrastructure

Computacenter; Milton Keynes; On-site; GBP 32,000 - 42,000; Full time

Job summary

Computacenter is seeking a 2nd Line Command Support analyst to resolve incidents across a broad range of technologies, supporting customer estates and contributing to service improvements.

You will work with 2nd/3rd line teams, manage tickets, adhere to SLAs, and participate in problem-solving and project work in Milton Keynes, with some travel to Nottingham or Hatfield as needed.

Qualifications

• Three+ years of 2nd Line infrastructure support experience.
• Hands-on in resolving server-related incidents is preferred.
• Strong problem-solving and calm under pressure.

Responsibilities

• Resolve incidents and fulfil service requests within SLA targets.
• Manage tickets ensuring progress within agreed timeframes.
• Support 2nd Line Analysts with escalations and delivery.
• Collaborate across teams on problem-solving and projects.
• Assist infrastructure changes to minimise disruption.

Skills

2nd Line Support

Incident Management

SLA Adherence

Team Collaboration

PowerShell

Microsoft 365

Communication

Tools

Microsoft Teams

Microsoft Exchange

Microsoft OneDrive for Business

SharePoint

PowerShell

Symantec Endpoint Protection

McAfee

Microsoft Defender

Ivanti UWM

Environment Manager

ScienceLogic

SCOM

Active Roles

Recovery Manager

PKI

Job description

Join our collaborative 2nd Line Command Support team, working with colleagues across support functions, including 3rd Line specialists, to resolve incidents and implement infrastructure changes. You will support customer estates across a broad range of technologies while continuing to develop your technical expertise and improve the customer experience.

Location: Milton Keynes or Nottingham or Hatfield

Please note that applicants must either have UK Security Clearance or be eligible for it to be considered for this vacancy. The role is also full time in our offices so please bear this in mind when applying.

What you’ll do

• Resolve incidents and fulfil service requests within SLA targets, providing excellent customer service
• Manage tickets so incidents, requests and problems are progressed within agreed timeframes
• Support other 2nd Line Analysts with technical escalations and efficient service delivery
• Collaborate across teams on problem-solving and project work
• Support infrastructure changes, helping to minimise 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:

• Microsoft Teams
• Microsoft Exchange
• Microsoft OneDrive for Business
• Microsoft SharePoint
• PowerShell
• 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
• Server Fundamentals: OS troubleshooting, Permissions, PKI

Technical skills and exposure in some or all of the following areas would be advantageous: