Second Line Support Analyst - Infrastructure

Life on the team

Join our collaborative 2nd Line Command Support team, working with colleagues across support functions, including 3rd Line specialists, to resolve incidents and implement infrastructure changes. You will support customer estates across a broad range of technologies while continuing to develop your technical expertise and improve the customer experience.

Location: Milton Keynes or Nottingham or Hatfield

Please note that applicants must either have UK Security Clearance or be eligible for it to be considered for this vacancy. The role is also full time in our offices so please bear this in mind when applying.

What you’ll do

• Resolve incidents and fulfil service requests within SLA targets, providing excellent customer service
• Manage tickets so incidents, requests and problems are progressed within agreed timeframes
• Support other 2nd Line Analysts with technical escalations and efficient service delivery
• Collaborate across teams on problem-solving and project work
• Support infrastructure changes, helping to minimise disruption.

What you’ll need

• 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:

• Microsoft Teams
• Microsoft Exchange
• Microsoft Defender (Mail Hygiene)
• Microsoft OneDrive for Business
• Microsoft SharePoint
• PowerShell
• AvePoint Cloud Backup
• 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, SCOM
• Networking Fundamentals: DNS, DHCP, TCP/IP
• Policy Management: Group Policy, Intune Policy
• Quest: Active Roles, Recovery Manager
• Server Fundamentals: OS troubleshooting, Permissions, PKI

Technical skills and exposure in some or all of the following areas would be advantageous:

• Microsoft Intune
• Microsoft Power Platform
• Microsoft Purview
• SQL
• Networks
• Wintel
• Messaging.