3rd Line I.T. Support Analyst / Infrastructure Engineer

IT Talent Solutions Ltd
Derby, UK
20 May 2019
27 May 2019
Contract Type
Full Time
3rd Line I.T. Support Analyst / Infrastructure Engineer required for my client based in Derby for a permanent role paying £30-35k

You will be joining a well-established team where you will be providing external support (mostly remote) including server, storage, network, data, telecoms and applications as well as project-based work.

You will need to have a solid background working within a busy IT team; experience in implementing technical solutions, supporting of Servers, desktops, and operating systems. Depending on projects and tasks, the individual will be required to be available for support during out of office hours, although this is quite rare.

Main responsibilities
  • Capability to make technical decisions and implement service restoration workarounds whilst root cause is established
  • Planning and recommending enhancements to ensure that IT capacity are met.
  • Ensuring that incidents within SLA periods are resolved.
  • Ability to explain technical issues in a non-technical way.
  • Setup and installation of Servers, Routers, Switches and Phones Systems.
  • Mentoring coaching and training the 1st and 2nd line teams.
  • Deliver exceptional support services to customers.

Technical Skills
  • Minimum of 5 years working in a 2nd/3rd line support role.
  • Excellent networking experience of both WAN and LAN
  • Experience of Phone systems, ISDN, POTS, SIP, And Hosted
  • Proven capability and demonstrable experience of problem solving, use of work arounds and root cause fixes
  • Excellent knowledge of Microsoft Windows Servers
  • Microsoft Office365 Exchange
  • Good experience of Virtualisation.
  • Excellent communication and documentation skills
  • Experience of Watchguard technologies
  • Good experience of handling change control
  • Ability to lead mentor and coach lesser experienced support colleagues

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