2nd Line Support Analyst

12 Jan 2018
10 Feb 2018
Contract Type
Full Time
2nd Line Support Analyst ( Linux / Networking / Scripting ) My client is currently searching for a 2nd line support analyst to join a highly technical support team to realise their ambition to deliver top class connectivity products and solutions to their customers. This is a technical role with the responsibility to keep the customers' solution functioning and being proactive when it comes to finding trends and faults with the customers ´ products/solutions. There is a heavy focus on learning the ins and outs of the customers ´ fleet, network and technical solutions as part of the role.This role is primarily a 2nd line position, working on a number of different accounts, across different technologies. Core Responsibilities; * Be responsible for answering escalated support tickets and requests as they come into our ticketing system during contracted hours of work, including some weekend Rota's and out of hours maintenance shifts. * Undertaking some troubleshooting against known issues before handing the issue over to a technical expert * Managing escalations to our Solutions Centre (3rd line) for unresolvable issues * Responsibility for proactive monitoring and fault finding on network equipment on all customers' fleets * Interaction with customers to facilitate field engineer tasks * Be responsible for answering incoming Support Desk phone calls when overflowing from the 1st line team when logged into the phone system * Responsible for documenting solutions where appropriate on our internal wiki * Assisting with software testing and deployment of new firmware releases * Advising on the technical integration of 3rd party products * Assisting in the building and testing of hardware being released to customers * Escalate issues to the "Technical Account Manager or to the line manager to get the issue solved quickly Core Skill Set; * Linux 2nd line troubleshooting support skills * Networking troubleshooting, including WiFi * Experience of working in a networking and support environment in a customer facing role * Intermediate to Advanced data analysis skills utilising MS Excel / Google Sheets * At least one year's experience working in a Support Desk/1st line role * Good technical aptitude to help with describing faults to technical experts * Strong team player with good work ethics, excellent interpersonal and communication skills * Highly organised self-starter with the ability to prioritise workload to deliver high quality results to demanding timelines It is also desirable with: * CCNA or Network + certification * Python / Bash Scripting * Experience with SQL * Experience of authorized penetration testing * Understanding of Virtual environments * Knowledge of the mobile network landscape and technologies used in the UK and Europe * Experience of working within an ITIL environment Please respond to this advert with an up to date version of your CV and the leading consultant will be in touch. Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation. Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles. PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK