2nd Line Technical Support Analyst

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Job description

My client who is a leading provider of apprenticeships, courses and professional assessments are looking to build their technical support team as they grow their UK operation. Operating in 30 countries worldwide and having built long lasting relationships with businesses and learning institutions, my client offers great chances of career progression and the right opportunity to succeed in your role.

The successful candidate will be reporting into the 2nd Line Service Desk Team Lead and will provide 2nd Line Support to all staff and students. The primary role will be dealing with escalated incidents as well as assisting the infrastructure team where and when necessary. There will also be the opportunity to assist with project work and IT security. You will be expected to maintain a high level of professional support whilst adhering to all service management processes, covering of 1st Line support duties and ensuring the Student Network is fully operational and functioning effectively.

Technical Attributes

Essential - SCCM - Powershell - Group Policy

- Microsoft Products including Operating System and Applications (Server and Workstation)

- Configure Server Roles (server)

- Access Permissions (Server/Workstation)

- Manage Share permissions (Server)

- Monitor Performance (Server/Workstation)

- Group Policy Management

- Deployment tools and asset management tools

- SCCM

- full knowledge/expertise of machine management and image deployment

- Reporting

- Software deployment

- PC Hardware Setup and configuration - Perform Hardware repairs/upgrades

- Build from image (including troubleshooting)

- Understand internal hardware components and their relationship with each other

- Vulnerability Management (WSUS, PCI Compliance, ISO Compliance).

- Maintain Computer Based Assessments (Hardware and Software)

- Ensure hardware is suitable and in line with System Requirements

- Access to machines is locked down as appropriate for exam type

- Configuration of GPO and Script as required by examination body

- Scripting (Powershell, Batch, AutoIT)

Desirable

- Citrix Technologies

- Virtualisation technologies (VMWare and VCentre)

- Google Workspace Admin Console

- VOIP and Networking Knowledge

- Familiar with DNS and DHCP

- Security Software (McAfee, Windows Defender) Page 3 Personal attributes

- Strong understanding of the organisational and departmental goals and objectives.

- High level of technical aptitude with a desire to expand technical knowledge

- Good written and oral communication skills.

- Exceptional interpersonal skills, with a focus on listening and questioning skills.

- Ability to conduct research into a wide range of computing issues as required.

- Ability to absorb and retain information quickly.

What you can expect

A competitive salary & clear pay structures, progression paths, and a comprehensive benefits package. You'll be joining a great place, driven by a shared purpose, where everyone can succeed and build a brighter future together.

How you can progress

From this role, your potential routes for progression include:

- Development towards NetOps (3rd Line)

- Development towards Managerial position (IT service Desk