3rd Line Support Analyst – Wintel/Active Directory (DV cleared)

A leading Independent IT Infrastructure and Services Consultancy are seeking experienced 3rd Line Support Analyst with DV clearance.

This role will be primarily focused on project delivery. to support an existing delivery team supporting a single customer, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests.

3-Month rolling contract

Active DV Clearance Required

Based in Derby

Experience Required

5+ years' experience managing, maintaining, configuring and troubleshooting large scale hybrid environments

3+ years' experience with Microsoft Windows Server Operating Systems, Windows Active Directory and Entra ID, VMware/Hyper-V

Currently holds SC or above clearance level.

Has a good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role

Able to communicate clearly with peers as well as management

Self-driven and resourceful to achieve goals independently as well as work well in groups

Flexibility to adjust to changing requirements, schedules and priorities

The ability to socialize ideas, make recommendations and gather team consensus to move forward

Excellent communication, writing, meeting facilitation skills

Technical qualifications, i.e. Microsoft Windows Server, VMware vSphere, Microsoft Azure Services

Familiarity of PowerShell to accomplish tasks and provide reporting

Desirable

In depth experience in a 3rd Line Support capacity, with demonstrable experience of resolving incidents in complex environments

Good understanding of supporting server infrastructure within a hybrid ( multi-platform ) environment

Management of Microsoft Windows Server within a hybrid environment

Expert in providing operational support for identity services including Authentication, Authorization, Access, Federation

Accurate and logical problem solving skills

Ability and desire to excel in a team environment

Active Directory deployment/configuration/troubleshooting skills, including Group Policy

Entra ID authentication service and access control including conditional access policies / enterprise application deployment

Supporting Microsoft Windows Networking Services such as DNS/DHCP

Managing Anti-Virus services and reporting

Responsibilities

Technical (80%)

Call and incident Management

Respond to service calls and resolve incidents to ensure SLA targets are achieved

Increase the First Time Fix rate

Adhere to escalation procedures

Assist with technical escalations for other team members

Monitor call queue and follow up with specialist support teams for resolution

Adhere to customer’s and Security Policies

Administration (20%)

Participate in team and sector meetings

Utilise the relevant ITSM tool suite to monitor progress of all incidents

Ensure accurate completion of all incident records and associated paperwork

Monitor and update the call management system as required

Assist with SLA reporting