Second Line Support Analyst - Infrastructure

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

Job summary

Computacenter is seeking a 2nd Line Command Support specialist in the UK to resolve incidents and fulfil service requests within SLA targets. You will manage tickets, provide escalations, and collaborate with 3rd Line specialists to drive efficient service delivery.

Location options include Milton Keynes, Nottingham or Hatfield. UK security clearance eligibility is required, and the role is full-time in our offices.

Qualifications

• 3+ 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.

Responsibilities

• 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.

Skills

Microsoft Teams

Microsoft Exchange

OneDrive for Business

SharePoint

PowerShell

Antivirus Solutions

Symantec Endpoint Protection

McAfee

Microsoft Defender

Ivanti UWM

Environment Manager

Application Control

Performance Manager

ScienceLogic

SCOM

Active Roles

Recovery Manager

OS troubleshooting

Permissions

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: