Second Line Support Analyst - Wintel

Life on the team

Due to a new contract win, we are looking to build a team of a 2nd Line Support Analysts from our Technical Operations Command Centres in either Nottingham, Milton Keynes or Hatfield. The role requires an initiative-driven, proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies. You’ll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Wintel Analyst, you’ll work closely with colleagues across different teams, including the 3rd Line specialists, to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customer’s estates. Your insights and expertise will be vital in supporting the team’s success, making a real impact on our customer experience.

You’ll need to either hold current Government SC clearance or be eligible to achieve it. The role also requires working 5 days per week at our offices, so please bear this in mind when applying.

What you’ll do

• Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service
• Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk environ
• mentManage tickets, ensuring all incidents, requests, and problems are addressed within agreed timeframes
• Collaborate with various teams for problem-solving and project-driven work, enhancing your technical abilities and experience
• Support infrastructure change implementations, ensuring seamless transitions and minimal 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
• Antivirus Solutions: Symantec Endpoint Protection, McAfee, Microsoft Defender