2nd line support analyst urgently required by my rapidly growing client. Due to a major workload increase my client is looking for an experienced 2nd line support analyst to work on there very lively and busy helpdesk. You must have at least 2 years 2nd line support experience.

MAIN DUTIES & RESPONSIBILITIES

• Proactively monitor the clients CRM Support queue and personal queue.

• Respond to Critical alerts from the clients server monitoring software.

• Responded to all customers within assigned SLAs and in the order specified by the priorities.

• Provide Desktop and Server support for both internal and external clients within the boundaries of their support contract, ensure any work carried out outside the boundary is quoted for by sales.

• Maintain client documentation and ensure all changes are updated

• Provide excellent customer service.

• Ensure tickets are kept up to date and clients are kept informed.

• Where required follow relevant escalation procedures to ensure timely resolution of cases

• Monitor and respond to out of hours calls within specified SLA’s when

scheduled on the on call rota

• Perform other duties and responsibilities as assigned by the IT support Manager

• Actively keep skills up to date and look to new technologies

• Monitoring, configuration and maintenance of third party backup solutions

• Assist Service Team Analyst where required in case resolutions

REQUIRED KNOWLEDGE & EXPERIENCE

• 5 years experience working in a multi-client environment.

• Experience in Windows Server 2012 / 2016, Office 365 – Exchange Online / SharePoint / Azure AD / Intune, Exchange 2013 / 2016, Windows 10, Hyper-V, RDS / Terminal Services, Active Directory / DNS / VPN / TCP/IP / Group Policy, Routing, Switching, Firewalls, VoIP and Azure.

• Background in providing high levels of customer service in an IT industry.

• Relevant Microsoft qualifications.

DESIRED KNOWLEDGE & EXPERIENCE

• A level or equivalent in IT.

• Experience working for an MSP.

• CompTIA A+/Network.