Ref
18373
Department
IT Infrastructure
Location
Hybrid
Employment type
Full-time
Salary
£25,000 - £33,000
Closing date
30/09/2022
Description

2nd Line Support Analyst with good all-around Windows troubleshooting skills to support the
1st line as a point of escalation via the service desk on both internal and external issues,
whilst maintaining a focus on optimizing the estate, ensuring it remains up to date, evaluating
new solutions with experience in project delivery in an organized project methodology-based
manner. The focus is on hybrid Microsoft technologies reaching into Linux in the near future,
hence willingness to develop in Linux is a pre-requisite.

For this role, there is a requirement to work 3 days in the office in Brixworth.

 

Technical skills

Essential

  • Desktop PC build, troubleshooting & repair
  • Laptop build, troubleshooting & repair
  • Windows 10 deployment & troubleshooting
  • TCP/IP configuration & troubleshooting
  • DNS configuration & troubleshooting
  • DHCP configuration & troubleshooting
  • Understanding of VLAN concept
  • Applying & Removing Windows Updates on PCs
  • Windows System Update Server usage or equivalent
  • Windows Deployment Server or equivalent
  • Windows 10 management via Group Policy
  • Windows 10 Group Policy troubleshooting
  • Google Workspace & Office 365 administration
  • Sophos Cloud
  • Printer configuration, print server administration
  • Centrally Managed Antivirus experience

Desirable

  • Understanding of ITIL v3 or v4
  • Foundation-level certification on ITIL v3 or v4

Soft skills

  • Capability & willingness to show initiative and develop
  • Updating or creating user documentation guides where applicable
  • Liaising with internal and external customers face-to-face and remotely
  • Providing remote support (telephone/email/online sessions) to users
  • Experience in operating within ITIL service desk environments
  • Resolving service desk tickets to defined SLAs & performing calmly under pressure
  • Time management, effective team communication and delegation when appropriate
  • Maintain documentation & FAQs for user knowledge-base
  • Ability to spot service desk issue trends to mitigate root causes rather than fire-fight
  • A strong understanding of Cyber Security threats, best practices, “dos & donts”
  • A strong understanding of Personal Data and the importance of adherence to GDPR
  • Enforcement of user & systems adherence to corporate cyber and information security
    procedures
  • Participation in out of hours on-call support rota scheme
  • Participation in monthly maintenance, security patching in and out of hours

Qualifications / Experience

Essential

  • 5 GCSEs, grade C or above including Maths and English
  • 2 years previous experience in 1st line within a Service Desk
    environment

Desirable

  • MDST qualification (Microsoft Desktop Support Technician)
  • A degree level qualification in an IT related discipline is beneficial

 

To undertake any other duties as requested by your line manager commensurate with the level of the role. This document outlines the key areas of
responsibility for the role, however, we encourage every team member to support the team to enable the delivery and development of our business goals
and fully contribute in ways that will support our business.