Second Line Support Analyst

Join our dynamic 2nd Line Command Support team in Milton Keynes, where you'll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Command 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.

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 environment
• Manage 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

Must either have, or the ability to undertake Security Clearance to be considered. The role also requires working 5 days per week at our offices, so please bear this in mind when applying, * 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
• Cloud Fundamentals: Microsoft Azure, Amazon Web Services (AWS)
• Directory Services: Active Directory Domain Services, Entra ID
• Ivanti UWM: Environment Manager, Application Control, Performance Manager
• Monitoring Tools: ScienceLogic,
• Networking Fundamentals: DNS, DHCP, TCP/IP
• Policy Management: Group Policy, Intune Policy
• Quest: Active Roles, Recovery Manager
• Scripting: PowerShell