2nd Line Technical Analyst

Job Summary

Required Qualifications

• •Good understanding of IT infrastructure
• •Knowledge of desktop, server, printers and storage hardware and their components
• •Knowledge of network devices and their roles
• •Ability to plan, organize and adapt to changing job tasks within own role
• •Open to respond to feedback and committed to self-development
• •Team worker and 'can do' attitude
• •Strong verbal and written communication skills
• •Excellent customer facing, communication, interpersonal and presentation skills
• •Strong analytical, logical and troubleshooting skills
• •At least two years' experience working in a customer facing IT support environment
• •Proficient in the use and support of: Microsoft Office 365
• •Proficient in the use and support of: Microsoft Windows client
• •Proficient in the use and support of: Microsoft Windows Server
• •Proficient in the use and support of: Active Directory
• •Proficient in the use and support of: DNS, DHCP
• •Proficient in the use and support of: Printer Hardware
• •Proficient in the use and support of: Network cabling
• •Proficient in the use and support of: Mitel Telephony
• •Proficient in the use and support of: Mac desktop OSX
• •Proficient in the use and support of: Microsoft Exchange Online
• •Proficient in the use and support of: Remote Desktop
• •Proficient in the use and support of: VMWare ESXi
• •Proficient in the use and support of: Email Relay and antispam
• •Proficient in the use and support of: Veeam
• •Proficient in the use and support of: Sonicwall routers
• •Proficient in the use and support of: HP server and network hardware
• •Proficient in the use and support of: Managed print solutions
• •Proficient in the use and support of: Hosted Telephone systems
• •Must be available for onsite work in Nuneaton
• •Must be able to work unsupervised on desktop, network and server support
• •Must have detailed technical knowledge of network infrastructure topology and support
• •Must be able to liaise with customers in person, over the phone or via email
• •Must be able to access all relevant support tools and information as required
• •Must be able to provide user guidance, perform service requests, maintenance and monitoring tasks and respond to alerts
• •Must be able to work as a 'Team Player' in and amongst an ever developing and growing team
• •Must be able to diagnose and resolve level 2 incidents
• •Must be able to provide problem management and technical analysis
• •Must be able to maintain existing infrastructure systems
• •Must be able to ensure that systems are patched and maintained in accordance with the clients and organisation's expectations
• •Must be able to work with the SDM and Infrastructure Specialist team to ensure that any risks to availability or performance are identified
• •Must be able to support the Service Desk 1st line team to ensure the call answering KPI's are maintained
• •Must be able to build rapport with all new and existing clients to develop positive working relationships
• •Must be able to cooperate to promote the development of the service desk team and the success of the company as a whole
• •Must be able to manage, update and close tickets in the call queue
• •Must be able to actively chase suppliers or resolution groups for resolution to incidents or problems
• •Must be able to proactively identify areas for improvement in conjunction with the Service Desk Manager and Service Delivery Manager
• •Must be able to develop operational run books and knowledge base information
• •Must be able to work as part of a team to implement/design new solutions
• •Must be able to work with 2nd line resources across the organisation to resolve or escalate problems
• •Must be able to act as an incident escalation point within in an ITIL Service Desk environment for the 1st Line Engineers
• •Must be able to log tickets, escalate and provide regular feedback to the Service Desk Manager and Service Delivery Manager
• •Must be able to ensure infrastructure is secure and meets security guidelines
• •Must be able to mentor team members on best practice
• •Must be able to develop and maintain run books
• •Must be able to ensure configuration documents are up to date
• •Must be able to ensure service processes for change, configuration and problem management are adhered to at all times
• •Must be able to raise Change Requests
• •Must be professional and courteous to colleagues and the clients
• •Must adhere to Xerox Equal Opportunities policy in all activities
• •Must be responsible for own health and safety and that of colleagues in accordance with the Health and Safety at Work Act (1974) and relevant EC directives
• •Must work in accordance with the Data Protection Act and ensure that all new systems are reported to the Data Protection Controller
• •Must be able to undertake such other duties as may be reasonably expected
• •Must be able to provide a healthy and comfortable working environment
• •Must adhere to smoking prohibition throughout the company's premises except in specially designated areas

Desired Qualifications

• •Experience supporting clients in the construction sector
• •MCSA, MCSE
• •VMWare
• •VCA, VCP, VCAP, VCIX, VCDX
• •ITIL foundation
• •IT related degree
• •Mitel certification