2Nd Line Analyst

Join our clients dynamic and innovative team as a 2nd Line Analyst! They are a leading provider of IT solutions, committed to delivering exceptional service to our clients. If you're passionate about technology and thrive in a fast-paced environment, we want to hear from you.

Position Overview: As a 2nd Line Analyst, you will play a crucial role in providing technical support and resolving complex IT issues for their clients. You'll utilise your expertise to troubleshoot, diagnose, and resolve incidents efficiently, ensuring minimal disruption to our clients' operations.

Key Responsibilities:

• Provide second-level support to resolve technical issues, including critical incidents (P1's), with a focus on Office 365 environments, Windows Server environments, network troubleshooting, Windows desktops, and security technologies.
• Utilize strong organizational and communication skills to effectively manage and prioritize tickets, ensuring timely resolution within SLA's and KPI's.
• Collaborate with internal teams and external vendors to escalate and resolve issues as needed.
• Proactively identify and implement solutions to improve system performance and reliability.
• Document processes, procedures, and troubleshooting steps for knowledge sharing and continuous improvement.

Knowledge & Experience (Required): To be successful in this role, you must have:

• A passion for IT and technology.
• Minimum 2 years' experience in a similar role.
• Strong organization and communication skills.
• A friendly, approachable, can-do attitude.
• The ability to troubleshoot and solve problems quickly and efficiently.
• A proven track record of resolving and managing critical incidents (P1's).
• Strong technical experience in:
  
  • Office 365 environments (Azure AD, Exchange, SharePoint, Teams, Intune & Autopilot).
  • Windows Server Environments (Active Directory, Exchange, File Server, Print Server, DFS, DNS, DHCP, etc.).
  • Network Troubleshooting (Firewalls, Networks, Wireless, etc.).
  • Windows Desktop Troubleshooting.
  • Security Knowledge (Anti-Virus, Anti-Malware, Encryption, MFA Technologies).
  • Office 365 Backup Products.

Knowledge & Experience (Desired): The following skills would be beneficial to the role:

• Experience with ticket management systems and an understanding of SLA's and KPI's.
• Familiarity with HaloPSA for ticket management.
• Exposure to RMM Platforms (Remote Monitoring & Management).
• Strong working knowledge of:
  
  • Sophos Central Endpoint Engineer.
  • Message Defence.
  • Exclaimer.
  • Ubiquity.
  • TeamViewer &/or Quick Assist.
  • Altaro or other backup solutions that backup VM's and Office 365.

Beneficial Accreditations: While not required, the following accreditations would be advantageous:

• Microsoft certification (e.g., MS-900, Managing Entrant Identities, or other relevant Microsoft certifications).
• Security+.
• Network+.
• Sophos Architect Certified.

Perks:

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• Supportive and collaborative work environment.
• Training and support to achieve beneficial accreditations within a set timeframe.