3rd Line Support

JOB TITLE: 3rd Line Technical Analyst

SALARY: £35,000 - £40,000

BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, Medicash, income protection, Gym Discounts, Free Fuel Fridays, Employee of the

Quarter, Employee Referral program

LOCATION: Livingston

SETTING: 3 days in the office, 2 days working from home

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology.

We have an exciting opportunity arise for a 3rd Line Technical Analyst to be joining the L3 support team in managing our customers infrastructure, providing technical expertise and recommendations to our own Service Delivery Management teams to aid proposals for customer improvements; to achieve availability, capacity, continuity, and functionality and security requirements.

JOB SPECIFICATION: 3rd Line Technical Analyst

As a 3rd Line Technical Analyst you would be maintaining a high degree of customer service for all support queries, and take ownership of user problems, this will be through supporting users in the use of computer equipment, providing necessary training where needed. This will be by driving continual improvement to XMA’s systems and processes.

You will also be responsible for incidents and requests that require 3rd Line escalation and take ownership until they reach a conclusion. Other duties may include:

• Respond to, investigate and resolve incidents and requests in a professional manner, working in accordance with customer service level agreements
• Identify underlying issues and investigate and resolve them in accordance with problem management policy and process
• Achieve targets as directed by Support Services Management, e.g. average number of tickets per working day, # of problems to resolve per month or % of configuration items correctly managed
• Manage people’s expectations and in particular update people on progress or slippages
• Co-ordinate escalations of incidents to other teams
• Provide support outside normal working hours, if required
• Using call logging tool (or other agreed mechanisms) to maintain accurate records of user requests, progress and outcome

REQUIREMENTS: 3rd Line Technical Analyst

The successful candidate would have substantial previous experience in a customer facing/helpdesk focused role, and has MCSA and/or VCP. Other qualities will include:

• Ideally ITIL Foundation V3 or 4 or experience of
• Ideally experience of working in an ITSM structure
• Strong knowledge of Server and Storage infrastructure
• Strong knowledge of virtualization technologies such as Hyperv, Vcentre
• Strong Knowledge of VDI solutions such as citrix and vmWare Horizon
• Strong knowledge of backup architecture (e.g. Veeam)
• Strong knowledge of wireless and wired networking with preferable experience of working with HP and/or Cisco
• Other certifications or demonstrable use of other technologies (Apple, Citrix, Printer management) is desirable

KEYWORDS: 3rd Line, Infrastructure, MCSA, CCNP, ITIL, v3, v4, Citrix, HyperV, VCentre, vmWare, Apple, Veeam