Enterprise IT - 2nd / 3rd Line Support - Private Sector

Spinwell Global Limited
Manchester, United Kingdom
4 days ago

Role details

Contract type
Temporary contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior
Compensation
£ 56K

Job location

Manchester, United Kingdom

Tech stack

Microsoft Windows
Microsoft Active Directory
Azure
Backup Devices
Cloud Computing
Dynamic Host Configuration Protocol
Document Management Systems
Disaster Recovery
DNS
Virtual Private Networks (VPN)
Python
Knowledge Management
Network Protocols
Powershell
SharePoint
SQL Databases
Scripting (Bash/Python/Go/Ruby)
Microsoft InTune
Information Technology
Patch Management
Laptops
Operational Systems
Network Server

Job description

  • Technical Support
  • Provide out of hours support for technical issues raised for P1's and P2's if they arise.
  • Provide technical support during operational hours for P1 and P2 if they arise.
  • Provide technical support on network designs or changes to current technical network designs.
  • Diagnose and resolve advanced technical issues across networks, servers and applications.
  • Provide 3rd line support for Microsoft Azure, Active Directory and Group Policies, Intune, Microsoft 365, Exchange, EUD, Laptops, Software, SharePoint, Windows 11 Operating System, Backup and Disaster recovery.
  • Perform root cause analysis and implement long term solutions.
  • Support infrastructure upgrades, migrations and system deployments.
  • Manage and configure network devices, firewalls etc.
  • Provide support for the packaging of complex applications for inclusion in the company portal.
  • Provide support with the onboarding and offboarding of devices.
  • Provide 3rd line technical hardware support for all end-user equipment e.g. laptops, desktops, monitors, switches and routers.
  • Support with automating patch management.
  • Manage major incidents and events and liaise with key stakeholders to implement a satisfactory resolution.
  • Work closely with third party vendors during major incidents and implementation of new services.
  • Participate in change management, release planning and compliance audits.
  • Stakeholder Engagement
  • Collaborate with internal teams and external vendors to resolve escalated incidents.
  • Ability to communicate complex technical issues clearly to non-technical stakeholders.
  • Strategic
  • Provide strategic input into the DCC technology roadmaps with recommendations of optimization and business continuity.
  • Provide recommendations for service improvements that support DCC strategic roadmap.
  • Provide updates to the business on future trends that can support the business with forward planning.
  • Knowledge Management
  • Maintain documentation of troubleshooting procedures and technical configurations.
  • Produce and maintain training documentation.
  • Share knowledge with first- and second-line support analysts to grow the capabilities of the team in complex and specialized areas.
  • Performance Management
  • Provide monthly reports on system performance.
  • Ensure KPI's are met, service level agreements and operational level agreements are achieved.

Requirements

  • Minimum of 5 years' experience in IT support, managed service functions or infrastructure roles.
  • Strong knowledge of SQL, Windows Operating Systems, Active Directory, Group Policy, Azure, Microsoft 365, SharePoint, Exchange, End User Compute.
  • Experience with scripting (Powershell, Python)
  • Experience within IT Service Delivery, Technical Support, Performance Analysis and Reporting
  • Experience of ITIL practices and service management frameworks
  • Excellent problem solving and communication skills
  • Experience of networking protocols, DNS, DHCP and VPN technologies
  • Experience of ITSM tooling and IT Service Desk/helpdesk environments
  • Experience working with 3rd parties
  • Experience with Cloud Providers
  • Skills and Qualifications Essential
  • Batchelor's degree in Information Technology or Computer Science.
  • Microsoft Certified IT Professional.
  • ITIL.
  • Problem Solving.
  • Written and verbal communication skills.
  • Decision making skills.
  • Analytical mindset and attention to detail.
  • Calm under pressure and capable of handling high-priority incidents.
  • Collaborative and proactive in cross-functional environments
  • Exceptional Customer Service

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