2nd/3 Line Technical Support Analyst

Smart DCC is looking for a highly skilled 1st, 2nd and 3rd Line Technical Support Analyst to join our License Renewal team. This role serves as the final escalation point for technical issues, ensuring system stability and performance across the organisation. You'll work closely with internal teams, vendors, and senior stakeholders to resolve complex technical challenges, support infrastructure upgrades, and contribute to strategic technology initiatives.

How you will contribute to transforming energy and shaping the future.

• Provide advanced technical support for critical incidents (P1 and P2), including out-of-hours coverage.
• Diagnose and resolve complex issues across networks, servers, and applications.
• Deliver 1st, 2nd and 3rd line support for Microsoft Azure, Active Directory, Group Policies, Intune, Microsoft 365, Exchange, SharePoint, Windows 11, and disaster recovery.
• Perform root cause analysis and implement long-term solutions.
• Support infrastructure upgrades, migrations, and deployments.
• Manage and configure network devices, firewalls, and VPN technologies.
• Package complex applications for deployment and support device onboarding/offboarding.
• Automate patch management and maintain compliance with change management processes.
• Collaborate with vendors during major incidents and service implementations.
• Produce and maintain troubleshooting documentation and training materials.
• Share knowledge with first- and second-line teams to build capability.
• Provide strategic input into technology roadmaps and service improvement plans.
• Deliver monthly performance reports and ensure SLAs and KPIs are met.

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Minimum 5 years' experience in IT support, managed services, or infrastructure roles.

• Strong knowledge of Cloud, SQL, Windows OS, Active Directory, Azure, Microsoft 365, SharePoint, Exchange, and End User Compute.
• Experience with scripting (PowerShell, Python).
• Familiarity with ITIL practices and ITSM tools.
• Networking expertise (DNS, DHCP, VPN).
• Proven ability to manage major incidents and work with third-party vendors.
• Excellent problem-solving and communication skills.

Skills & Qualifications

• Bachelor's degree in IT or Computer Science.
• Microsoft Certified IT Professional.
• ITIL certification.
• Strong analytical mindset and attention to detail.
• Ability to prioritise and remain calm under pressure.
• Exceptional customer service and collaborative approach.

We offer competitive salaries with regular benchmarking, together with bonuses tied to personal and company performance and our core benefits include pension, holidays and private healthcare.

We want you to feel respected and able, so we also offer a competitive 8 days per month hybrid work policy together with other flexible benefits that you can tailor to you needs.

This is meaningful work, with meaningful reward, We treat everyone with kindness, consideration and respect. We keep our promises to our customers. And if something doesn't feel right, we speak up.

Be accountable

You can depend on our word. We're clear about our roles and we take the initiative, while respecting the processes we have in place.

Rewards & Benefits Get perks that work Personal Development

Our training and development opportunities help you be your best self - from regular 1-2-1s all the way up to professional qualifications.

Group income protection

Provides a continuous income if you're unable to work due to illness or injury for more than 26 weeks.

Pension Plans

Our Capita Choice partners will match the salary contributions you make to your pension up to 5%, depending on your plan and time with us.

Flexible Holidays

Need more time off? Increase your standard 25 days of leave by buying extra to rest, spend time with family or satisfy your wanderlust.

Cycle to Work Scheme

We're big on keeping things green. If you want to cycle to work, we'll loan you the gear through salary sacrifice to make it tax-efficient.

Flexible working

About the DCC We're powering Britain's smarter, greener future. Today. Tomorrow. Together. Today, we're deeply invested in building a resilient, sustainable smart energy network that drives transformation. Our success is driven by curiosity, ambition, and tenacity. Tomorrow, we see vast opportunities for growth and development, contributing to decarbonisation and the Net Zero mission. We'll continually develop Smart DCC, to fulfil our obligations to consumers, and achieve even more with our customers, partners, and each other. Together, we embrace change, unite in our shared passions and support each other. Working as one team and across our industry, we rise to the challenge to shape Smart DCC, and the future. A career at Smart DCC means being part of something bigger - a dynamic organisation that's not just helping transform energy but also shaping the future. We offer a unique, fulfilling environment where you can thrive today, build tomorrow, and achieve together. Company benefits: At DCC we reward fairly and recognise fully because our continued success depends on our people., Join the DCC, a dynamic organisation where every day brings a chance to make a difference. Please clickhere for the Capita statement. Smart together Our values and behaviours Make a difference We believe in our purpose. Together, we work as one team, always looking for ways to improve and support DCC's role in a low-carbon future.