2nd Line Remote Support Analyst


2nd Line Remote Support Analyst

  • Location

    West Lothian, Scotland

  • Sector:


  • Job type:


  • Salary::

    £20000.00 - £25000.00 per annum + pension, healthcare etc

  • Contact:

    Gail Maguire

  • Contact email:


  • High Salary:


  • Low Salary:


  • Reference:


  • Job Published:

    about 1 year ago

  • Expiry Date:


2nd Line Remote Support Analyst - West Lothian

My client is a highly dynamic and successful IT Services and Consultancy organisation with a strong presence across the UK.

They currently have an opportunity for a 2nd Line Remote Support Analyst to join their team in West Lothian.

The role will involve:
- Working as part of the remote support operations centre
- Deliver second level support to remote client set
- Deliver Infrastructure support to a variety of customers including internal staff
- Ensure the monitoring system is maintained
- Take ownership of IT related issues logged through our ticketing system and seeing them through to resolution
- Working within SLA`s, ensuring all assigned tickets regularly updated
- Escalation of tickets when required
- Liaise directly with Field Service Engineers and Consultants to resolve issues, which require on-site involvement
- Produce and keep documentation updated
- Achieve and maintain manufacturer certifications as agreed in your development plan

Technical skills:
- Windows 7/10
- Microsoft Office 2013 or above
- endpoint
- Solarvista Client
- Adhoc software as required
- MS Windows Server 2008 R2 or above
- Windows RDS
- MS Exchange 2013 or above
- Cisco switches
- firewalls
- Mitel Phone systems
- EMC storage
- VMware
- VPN technologies
- Active directory

The successful candidate will have:
- Successful track record in delivering high volume Desktop and Infrastructure Support services
- Ability to troubleshoot and resolve network issues
- Ability to configure switches, routers and firewalls
- Proven problem solving skills
- Excellent customer\communication skills.
- A high degree of customer focus
- Ability to prioritise workload
- Able to provide suggestions for service improvement
- Ability to stay calm in high-pressured situations
- Able to work as part of a team or in a standalone situation
- Experience of working in an ITIL environment

This is an excellent opportunity to join an employee focused business