2nd Line Support Analyst

Home working + site visits in the Buckinghamshire/North London area

Our client, a technical services orgabnisation based in the South East have an opportunity for a 2nd Line Support Analyst to join on a permanent basis working from home and supporting a handful of clients in the Buckinghamshire and North London area. It is a great chance to work in both a traditional service desk position as well as contribute to the customers experience by providing onsite support as and when required. The role will require a full driving license and access to your own vehicle.

Role responsibilities:

  • Providing 2nd Line technical support, responding to incident and service requests from customers by telephone, email and monitoring system alerts.
  • Take ownership of technical issues and see Incidents through to successful resolution
  • Excellent troubleshooting and fault-finding skills
  • Good customer service skills
  • Good telephone manner, typing and grammar
  • Communicate with customers as required – keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Perform vendor and management escalation of customer issues in a timely and appropriate fashion
  • Good knowledge of supporting MS Office applications
  • Ability to work independently, flexibly and with initiative.

    • Skills required:

  • Experience supporting MS Windows
  • Experience supporting MS Office
  • MS Windows Server – Active Directory Administration
  • MS Exchange Administration
  • Supporting MS Office and administration portal
  • Backup Software – Backup Exec, VEEAM, Acronis
  • Anti-Virus/Firewalls – Sophos, ESET
  • Cloud exposure – Google, Box, Azure,
  • Web filtering – Mimecast
  • Desk side support
  • MUST have a Full UK Driving License + own transport.

    • Shift rota in place between the hours of 7am and 7pm. 1 x early shift, 4 x normal shift, 1 x late shift.

    2nd Line Support Analyst

    Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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