2nd Line Support Analyst

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2nd Line Support Analyst Job Description Template

Our company is looking for a 2nd Line Support Analyst to join our team.

Responsibilities:

  • Diagnosing and resolving support tickets from 1st to 3rd line;
  • Complete testing on new system updates and releases;
  • Identifiying areas of improvement on current systems;
  • Manage VoIP systems, web conferencing and AV gear;
  • Identify trends, investigate and resolve deep-seated underlying IT problems;
  • Travel to various locations around the UK;
  • Resolve tickets in a timely manner, ensuring the customer is kept up to date throughout the process;
  • Work closely with Cybersecurity to ensure a safe and secure working environment;
  • Respect the confidentiality of customer information and promote adherence to security policies;
  • Provide clear communication to the team to ensure that knowledge of issues and fixes is shared;
  • PC and printer hardware and software support and maintenance;
  • Managing a queue of incidents approx 100 per week to ensure they are fixed within agreed SLA;
  • Ensure that all SLA’s are met;
  • Manage of on-premise VMware clusters and storage;
  • Assist the server team with any backup related responsibilities.

Requirements:

  • Diagnosing customers problems as methodically and efficiently as possible;
  • Communicating with third parties including fault logging and Emergency Restoration Services (ERS);
  • Collaborating with other Service Desk teams and our NOC to achieve incident resolution;
  • GCSE English Language (A* – C). Good standard of written and spoken English;
  • Continually keep abreast of new procedures and implementing them when necessary;
  • Use of WordPress to maintain documentation;
  • Apprenticeship IT Systems and Networking Level 3 / 4;
  • Keeping up to date with knowledge of the company’s service portfolio;
  • SAN;
  • Strong understanding and troubleshooting ability with HTML and XML;
  • To understand and work as part of our major incident process;
  • Active Directory;
  • Ensuring customer compliance with acceptable use policy via processing of abuse reports;
  • Virtualisation / VMware;
  • Providing support for customers, including incident, problem management and service request fulfilment, covering our entire product set.