1st/2nd line support Analyst

Posted 19 May 2021
Salary£100 - £110 per day
LocationWest Lothian
Job type Contract
DisciplineTechnology
Reference19749
Contact NameGail Maguire

Job description

1st/2nd line Support Analyst

My client is a dynamic and successful IT Services organisation with a strong presence across the UK. They currently have an opportunity for a 1st/2nd line support analyst to join their team in West Lothian.

The role:
- Working mainly in an office-based busy service desk providing remote support by email and telephone on a 1st and 2nd line basis
- Monitoring client's systems and services remotely
- To support our customers in the use of their applications, hardware and services covered within their maintenance contract.
- Configuring and building client machines
- A basic understanding of network protocols, DNS, DHCP, TCP/IP
- Experience using Active Directory, Windows 10 and supporting Office365.
- Assisting the team with Server Virtualisation environments such as MS Hyper-V / VMWare
- To take ownership of support incidents, escalating technical problems to a senior team member when necessary and feeding back progress to the customer
- Attention to detail ensuring all tasks meet with the standards expected by the company.
- To use the call-logging system to accurately record details of actions and advice given to customers.

The successful candidate will have:
- Previous experience of working in an IT support role (1st / 2nd Line), ideally with some form of educational or accreditation in IT - e.g., a college IT course or CompTIA.
- Experience using Active Directory, Windows 10 and supporting Office365.
- Proficiency with support of Microsoft technologies in a desktop environment with the potential to grow your knowledge of servers, Virtualisation, Active Directory, and relevant backup solutions.
- The ability to deliver good customer service; you must be a people person with patience and confident communication skills. A team player.
- Good skills in MS Teams, SharePoint, and Exchange
- Having skills in cloud-based solutions will be beneficial as well as experience of using a Service Desk RMM solution.

This role is urgent, please send your cv asap