3Rd Line Support Analyst

Location: Tamworth - with potential to work from remotely 2/3 days a week

Salary: Above Market Average Salary + Overtime (Paid at Time and a Half) + Microsoft Qualifications Allowance

Hours: Monday to Friday, 40 hours a week (with potential flexibility on start/finish times)

Overview:

Working for a highly successful Microsoft Gold Partner IT Managed Services company, the 3rd Line Support Analyst is responsible for technically escalated helpdesk calls, providing 3rd Line full systems troubleshooting support during major incidents. Housekeeping and maintenance on a variety of system and network infrastructures, mentoring and supporting 1st and 2nd line teams.

This company takes the development of their IT Support teams at all levels so seriously that they pay for you to do Microsoft qualifications - and you're rewarded with a salary increase when you've completed them.

Responsibilities:

• Troubleshoot and resolve service calls escalated to 3rd Line level
• General housekeeping and maintenance on a variety of system and network infrastructures
• Assist and mentor Helpdesk Analysts and Senior Helpdesk Analysts with general support queries prior to escalation
• Ensure clients are fully informed of developments related to their outstanding issues
• Keep service management teams appraised of all escalated calls
• Involvement in customer projects including application deployment and systems / network maintenance
• Occasional involvement in system rollouts, working alongside Technical Consultants to deliver new network deployments to our customers
• Following best practices when making changes to client networks
• Ensuring change control requests are completed for the relevant clients
• Liaison with Technical Consultants and Field Engineers on escalated calls
• Inclusion in an 'out of hours' standby rota
• Upkeep of the Monitoring Platform
• Backup Management
• Patching OS/AV

The Team:

• A dedicated 3rd Line team which is part of a wider service desk

Essential Experience:

• Strong knowledge of Windows desktop environments from Windows Vista and above
• Strong knowledge of Windows server environments from Server 2008 and above
• Strong knowledge of Active Directory administration and troubleshooting
• Group Policies (creation and management of what are they, logon scripts and PowerShell)
• Strong knowledge of Exchange organisation troubleshooting (including fail over)
• Strong knowledge of Office support 2007/2010/2013/2016
• Knowledge of Office 365 troubleshooting, migration and management of user accounts
• Knowledge and experience working with SAN and LAN/WAN technology

Miscellaneous:

• Monday to Friday, 40 hours a week
• 23 days annual leave rising to 27
• Qualifications allowance payable upon successful completion of funded accreditations
• Overtime allowance

**This is a brilliant opportunity for any IT professionals who want to work for a company that is stable, successful, and take your career development seriously.***

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.