2nd Line Analyst - Infrastructure
Computacenter · Nottingham, England ·
Overview
In this role you will resolve incidents and fulfil service requests for a broad customer estate, operating within SLAs. You will work in a collaborative 2nd Line team, escalating where needed and supporting infrastructure changes to minimise disruption.
You’ll interact with cross-functional teams to solve problems and improve the customer experience, while developing technical expertise across a range of technologies. This is a customer-focused, incident-driven role in a large IT services environment with a clear path to greater responsibility and security clearance.
You will contribute to a stable, compliant IT posture while advancing your technical and service-delivery skills.
Pay / Benefits
- guaranteed interview scheme for disabled candidates
- inclusive culture and opportunities for growth
Responsibilities
- Resolve incidents and service requests within SLA targets with strong customer service
- Manage ticket lifecycles to ensure timely progression of incidents, requests and problems
- Provide technical escalation support to other 2nd Line Analysts and ensure efficient service delivery
- Collaborate across teams on problem-solving and project work
- Support infrastructure changes while minimising disruption
Key requirements
- At least three years of 2nd Line infrastructure support experience with hands-on server-related incident resolution
- Strong problem-solving abilities and ability to remain calm under pressure
- Excellent organisational and communication skills with cross-team collaboration
- Solid technical capabilities across listed Microsoft technologies, cloud fundamentals, directory services, and monitoring tools
- calm under pressure
- collaboration across teams
- methodical and efficient issue handling
- Microsoft Teams
- Microsoft Exchange
- Microsoft Defender (Mail Hygiene)