2nd Line Support

by | Aug 29, 2019 | 0 comments


Salary: Up to £30,000 DOE

Location: Reading

iRecruit Specialist have an urgent requirement for a client based near to Reading for a 2nd Line Service Desk Analyst. This person will be responsible for providing 2nd line support to internal and external customers by troubleshooting and resolving issues with systems and services that this company provide.

What you need to have:

  • Experience working in a 1st/2nd line support environment.
  • Experience providing remote technical support.
  • Excellent troubleshooting skills.
  • Excellent written and spoken communication skills.
  • A calm, professional manner.
  • The desire to continuously learn new skills.
  • ITIL qualification/environment exposure.

Technical skills required:

  • Microsoft Windows operating systems including Server
  • Microsoft Active Directory
  • Citrix XenApp and XenDesktop
  • ShoreTel and Mitel Telephony systems
  • Microsoft Office 2013 and onwards including Office 365
  • Exchange 2010 and onwards including Exchange Online

You will be responsible for:

  • Providing customer focused 2nd line support across a wide range of technologies through all channels.
  • Ensuring tickets have been logged and categorised/prioritised correctly within the Service Desk CRM system.
  • Managing cases to a successful resolution or timely escalation to 3rd line teams and third-parties where appropriate.
  • Providing support, knowledge sharing and mentoring to 1st line analysts.
  • Writing processes and documentation for internal and external consumption.
  • Keeping customers regularly updated of case progress.
  • Ensuring SLAs and SLTs are met, and the appropriate people notified upon recognising breach potential.
  • After a training period, you will participate in an on-call rota, providing out of hours support (a bonus will be paid on top of your salary for this).
  • Other duties as the business requires.

Exposure to the following is a plus:

  • Virtualisation
  • Networking
  • Backup solutions
  • PowerShell
  • Thin Clients
  • Apple MacOS
  • Mobile Operating Systems
  • Information Security
  • Firewalls
  • Endpoint Protection
  • Audio Visual Technologies
  • Service Now