Senior Second-Line IT Support Analyst

Itrm; Sidcup; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Contributory pension scheme

Overtime paid

Time off in lieu

Job summary

Itrm in Sidcup is seeking a dedicated IT Service Desk professional to progress and resolve calls within SLA, acting as the single point of contact for clients and ensuring timely updates.

This demanding role involves administration of customer infrastructure, delivering second-line support, and proactive maintenance across Windows Server, Azure, Exchange/Office 365, and network tech, with occasional on-site work and out-of-hours rota.

Qualifications

• 3 years+ experience on a helpdesk, technical support or similar role, preferably in an MSP environment.
• Access to own vehicle is required.
• Experience with Windows Server 2008/2012/2016/2019 and clustering is essential.
• Experience in managing Azure, Exchange/Office 365 and network infrastructure is important.

Responsibilities

• Handle escalated calls from the first-line Service Desk.
• Administer and maintain customer infrastructure, including Active Directory, Azure AD, LAN, Internet access, firewalls and Exchange/Office 365.
• Monitor and troubleshoot server and network performance using monitoring systems.
• Administer backup and disaster recovery systems and processes.
• Manage relationships with third parties and suppliers.
• Keep operational documentation up to date.
• Attend client sites for issue resolution and proactive maintenance.
• Out-of-hours and/or on-call working is periodically required.

Skills

Windows Server

Hyper-V

VMware ESX

Azure VM Infra

Exchange/Office 365

Networking TCP/IP

DNS/DHCP

Firewall management

PowerShell

Active Directory

SharePoint

AzureAD

Cisco switches/routers

Tools

Active Directory automation tools

Backup Exec

Datto

Cisco IOS

Job description

Itrm in Sidcup is seeking a dedicated IT Service Desk professional to progress and resolve calls within SLA, acting as the single point of contact for clients and ensuring timely updates.

This demanding role involves administration of customer infrastructure, delivering second-line support, and proactive maintenance across Windows Server, Azure, Exchange/Office 365, and network tech, with occasional on-site work and out-of-hours rota.