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2nd Line Analyst - Unified Communications

Please Note: The application deadline for this job has now passed.

Job Introduction

A fantastic opportunity has arisen for Unified Comms 2nd Line Wintel Support Analysts to join our rapidly expanding Unified 2nd line team based in Hatfield. The successful candidate is required to support the OCC function on a 24x7 cover based on a rotational basis, providing proactive and reactive Wintel estate management, including resolution of Wintel incidents, root cause analysis and completion of change requests. The roles will focus on remotely resolving incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management.   

Role Responsibility

Technical 80%

  • Call and incident Management
  • Respond to service calls and resolve incidents to ensure SLA targets are achieved
  • Increase the First Time Fix rate
  • Adhere to escalation procedures
  • Assist with technical escalations for other team members
  • Monitor call queue and follow up with specialist support teams for resolution
  • Adhere to customer and Computacenter Security Policies

Administration 20%

  • Contribute to and use the sites procedure file
  • Participate in team and sector meetings
  • Utilise the Remedy tool suite to monitor progress of all incidents
  • Ensure accurate completion of all incident records and associated paperwork
  • To monitor and update the call management system as required
  • Assist with SLA reporting

Skills Required:

  • Experience in a 2nd Line Support capacity, with demonstrable experience of resolving incidents for multiple customers
  • A broad technical knowledge of Server environments, particularly Windows Server, Active Directory, Antivirus (Sophos, Symantec, MacAfee), Exchange and Outlook
  • Good working knowledge of current software packages
  • Good working knowledge of operating systems
  • Good understanding of IT infrastructure, with particular server knowledge
  • Ability to work on own initiative, address and resolve problems in a pressurised environment.
  • Ability to resolve incidents in the server environment/operating systems used by the customer
  • Excellent organisational skills, able to take a methodical approach to service issues
  • Contributes to, supports and works within the team
  • Excellent communication and interpersonal skills
  • Able to work under pressure
  • Good customer skills
  • MCP in AD, Windows Server and ideally XP Pro
  • SC clearance required

The Ideal Candidate

  • Technical knowledge of Citrix or VMware
  • Commercial awareness   
  • A software technical qualifications, i.e. MCP, MCSE, CNA, CNE
  • Experience of Remedy

Package Description

Unified Comms 2nd Line Support Analyst – Wintel (OCC 24x7)

Competitive Salary + comprehensive and flexible benefits


About the Company

Key facts about Computacenter

Computacenter is Europe’s leading independent provider of IT infrastructure services & solutions

Our focus is on corporate and government organisations, typically of from 500 to 10,000 employees, and large enterprises of 10,000 or more employees.

Over 12,000 staff employed across the Group with 4100 working in the UK. 2017 adjusted profit before tax was £106.2 million, up from £86.4 million in 2016. Revenues of £3.79 billion an increase from £3.25 billion on the previous year.

Over 70% of Computacenter’s Group revenue comes from services, software, and sales of enterprise products such as servers and connectivity/networking technology

Achieve great things - for yourself, our customers and our business

At Computacenter we win together by making sure all our people have the autonomy to get things done and to find excellent solutions for our customers.


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