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3rd Line Support Analyst

  • Location

    Leeds, West Yorkshire

  • Sector:

    IT & Telecoms

  • Job type:

    Permanent

  • Salary:

    £30000.00 - £32000.00 per annum

  • Contact:

    Natalie Goodison

  • Contact email:

    [email protected]

  • Salary high:

    32000

  • Salary low:

    30000

  • Job ref:

    BBBH5587_1540208298

  • Published:

    25 days ago

  • Expiry date:

    2018-10-23

  • Startdate:

    ASAP

  • Consultant:

    #

3rd Line Support Analyst - Leeds - £30-32K

You will provide site based IT Infrastructure and system support to one our clients. The role is based on client site in Leeds. Our client is looking for candidates that have experience to a 3rd line level in Win/Tel arena. The role typically involves system support for a host of infrastructure services (IIS, Exchange, AV, Monitoring and backup) The successful candidate will join the clients' existing team and undertake support and project based activities.

Main Duties:
*To provide technical support at a 3rd line escalation level to provide fulfilment of Incidents and requests of an IT server / infrastructure nature
*The ability to communicate technical issues to a non-technical audience
*Incident Management of major incidents
*Keeping the knowledge based documents up to date
*To record all incidents / changes within the clients ITSM tool
*Make outbound phone calls to stakeholders keeping them informed on a regular basis
*End to end ownership of all incident / change / service requests through to closure
*Ability to provide a positive technical support experience
*Build strong relationships through effective methods of communication
*Identify and work towards service improvements
*Assess, prioritise and manage workload ensuring team goals are achieved

Skills, Knowledge & Experience: Desirable
*5 Years working in IT Support (face to face or remote) with demonstrable experience at a 2nd / 3rd line level.
*Strong understanding of supporting Microsoft Server / Desktop technologies and associated suite of packages
*Experience of Server / Workstation hardware (component replacement)
*Android / iOS support
*Microsoft domain infrastructure; IIS, Exchange, Active Directory, group policy, DNS, DHCP, AV, Backups.
*Strong troubleshooting Experience
*Ability to operate within a team
*Experience of Unix based systems
*ITIL framework
*Avaya Telephony system