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2nd Line Support Analyst - Bristol

  • Salary: £25000 - £27000 per annum
  • Job type: Permanent
  • Location: Bristol
  • Sector: Infrastructure & Support
  • Date posted: 05/12/2017
  • Job reference: J378236A

2nd Line Support Analyst - Bristol

Experienced 2nd Line Support/ Desktop Support Analyst required to join one of the UK's leading engineering support services organisations in Bristol. The 2nd Line Support Analyst will maintain, support and implement the desktop environments at a second line level to include fault fix, swap out of equipment and request fulfilment as required across the business on a multiple site basis.

This is also a great opportunity for a First Line Support Analyst to progress into a Second Line position.

Responsibilities:

  • Fault management and rectification across the Infrastructure.
  • Technical support of all desktop platforms to second line fix across the business within the agreed performance criteria.
  • Provide 2nd line support for Windows 7 and Windows 10.
  • Ensure Operational and Technical Documentation is maintained to agreed standards.
  • Provide second line technical support through agreed Service Levels and Key Performance Indicators.
  • Resolve problems relating to PC's, laptops, printers, LAN and other IT telecommunication systems.
  • Liaise with 3rd line teams to provide support to remote server and network equipment.
  • Provide excellent customer service to the end customer.
  • Demonstrate a strong team working capability and support colleagues.

Key Skills Required:

  • Strong background in 1st line support, with some knowledge of 2nd line
  • Proven experience of working in accordance with Service Level Agreements
  • Knowledge of the ITIL environment and process
  • Customer focussed
  • Excellent interpersonal and communication skills
  • Knowledge of Citrix, Avecto, Active Directory, Skype for Business are advantageous
  • Experience working in a defence/engineering organisation (desirable)

Other Working conditions:

Ability and flexibility to travel between sites in Bristol required. There will also be a requirement to participate in and support a rostered callout arrangement on a rotational basis.

Salary: £25,000 - £27,000

Benefits include 25 days holiday entitlement plus public holidays, money purchase pension scheme with life assurance, share ownership scheme and a broad range of career opportunities.

You will be required to hold SC Clearance or be able to obtain SC on acceptance of the position.

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