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2nd Line Support Analyst - Messaging

Job Introduction

A fantastic opportunity has arisen for a Unified 2nd Line Support Analysts to join our rapidly expanding Messaging Support team in Hatfield or Nottingham. The role requires an initiative driven and proactive individual, with a strong Server & Messaging knowledge to work in technical support across multiple customers and cross technology. The roles will focus on remotely resolving incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider customer support within the infrastructure.

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

The Ideal Candidate

Skills Required:

  • Experience in a 2nd Line Support capacity, with demonstrable experience of resolving incidents for multiple customers
  • Experience of management of AD involving the following is desirable:
  • 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
  • Good working knowledge of  Microsoft Exchange Server 2003/2007/2010
  • Good working knowledge & understanding of  Office 365
  • Good working knowledge & understanding of OCS/Lync and SharePoint
  • Archiving Platforms (Enterprise Vault)
  • Broad knowledge and understanding of Blackberry Server
  • 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
  • Good understanding of SCCM
  • Manual Patching  (Microsoft Updates)

Skills Desired:

  • A software technical qualifications, i.e. MCP, MCSE, CNA, CNE
  • SCCM
  • WSUS
  • Bladelogic
  • Technical knowledge of Citrix or VMware
  • Microsoft Exchange Server 2003/2007/2010
  • Office 365
  • Collaboration Technologies including OCS/Lync and SharePoint
  • Archiving Platforms (Enterprise Vault)
  • Blackberry Server
  • Commercial awareness   
  • Experience of BMC Remedy

Package Description

 

Competitive Salary + comprehensive and flexible benefits

Hatfield / Nottingham

About the Company

“Computacenter is Europe’s leading independent IT provider, with about 15,000 employees worldwide. We work at the heart of digitalisation, advising organisations on IT strategy, implementing the most appropriate technology, optimising its performance, and managing our customers’ infrastructures.”

Computacenter

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