Job Reference: BBBH37368
Job Duration:
Start date: ASAP
Description:
2nd Line Service Desk Analyst - £26,000 - £32,000 - Ipswich
Role: 2nd Line Support
Location: Ipswich
Salary:£26,000 - £32,000
Industry: MSP
Are you an experienced technical support analyst looking for the next step in your career?Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression?
Do you have extensive knowledge of technologies such as Active Directory, Azure/O365, Citrix, VMWare and Powershell?
Then this may be the perfect role for you!
Client:
Concept IT are looking for an experienced IT Support analyst to work for a busy SME MSP based in Ipswich. My client provides a busy service desk to customers all over the world and due to a sustained period of growth are looking to expand their IT team.
The role is 9-hour days between 7-7 shift operating hours.
Role:
* Provide 2nd line / Platform Support for any information technology issues and problems
* Answer all incoming 2nd line / Platform Support calls in a professional, confident, and timely manner following contractual SLAs and KPIs
* Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales.
* Take ownership of proactive maintenance tasks i.e., Patching, schedule routine tasks
* Develop and maintain communication skills appropriate to the environment
* Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
* Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
* Ensure a high standard of ticket management and quality of information within the ITSM tool suite
* Monitor, troubleshoot and escalate alerts.
DesiredRequirements:
* Proven track record with customer service skills
* Exceptional communication skills, both verbal and written
* Experience in Microsoft Stack, end user to server including AD, DNS, DHCP etc
* Experience with Cloud (Azure /AWS/ O365), Citrix, WSUS, VMware and PowerShell
* Proven problem-solving skills with the ability to identify root cause
* Knowledgeof Business-related applications
* Possess the ability to work under pressure in a fast-moving environment
* Experience andability to train and mentor colleagues and SDA team
* Good understanding of principles of ITIL Framework
Advantageous Requirements:
* Citrix CCA-V
* Microsoft MCSA-MCSE or roles-based certificates
* Knowledge of troubleshooting Platform and 2nd line issues
* Experience with Citrix Cloud, SQL, Intune, Backups (Veeam), SCCM, Nutanix, Firewalls (zscaler)
* Any additional IT certifications and/or accreditations an advantage
This is an immediate requirement, therefore if you are anyone you know is interested, please forward your most up to date CV with contact details to Jack Bannister at for consideration.
Keywords:
Citrix - VMWare - 0365 - AWS - AZURE - WSUS - ZSCALER - INTUNE - SCCM - Veeam - SQL - 2nd
Industry: IT
Salary: £26000 - £32000 per annum + Benefits
Salary Benefits: Benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -