2nd Line Technical IT Support Analyst

We are recruiting for a 2nd Line Technical IT Support Analyst, for one of the UK’s most successful independent, IT, Cloud & Managed Services Providers. The business split across four main focus areas of: Technology Solutions, Cyber Security, Cloud Solutions, and Communications. Role & Responsibilities: • You will be the second point of contact for end users and a representational face of IT and for end users who require support • Dealing with all escalations acting as a liaison between the 1st line, Field Service and 3rd line teams. Working closely with the 3rd line teams ensuring that fixes are added to the knowledge base and that the information is communicated to the rest of the Service Desk team to aid future troubleshooting • Responsible for ensuring all support incidents, requests and problems are logged in the company's ITSM toolset and are resolved in line with the IT. departments SLA's. Acting as a mentor for the 1st line team you will help promote a shift left culture enabling faster call resolution for the end user community • To provide remote technical support to the customers user base to achieve contractual Service Level Agreements • Document all technical solutions within the Service Desk knowledge base and to provide technical support to 1st Line Service Desk Analysts • To record all incidents / changes within the businesses service Desk tool. • To answer inbound phone calls where required and make outbound phone calls to customers keeping them informed on a regular basis Skills, Knowledge & Experience: • Must be knowledgeable of; VMware Support, Active Directory Support, MS Exchange Support and Administration, Terminal Services Support (MS, Citrix), Dell SonicWALL Firewall Support, WatchGuard Firewall Support, Basic Cisco Routing and Switching Support, Basic Understanding of IP routing and switching, Understanding of Internet Connectivity (ADSL / SDSL / MPLS) • Minimum 2 Years working in IT Support • Good understanding of networks • Good troubleshooting experience • Excellent telephone manner • Be available for 24/7 Rota if required Benefits: • Up to £25,000 basic Salary • Pension Scheme & Training Days • Perkbox • Childcare voucher scheme • Birthdays off as a paid holiday • Referral scheme Due to the amount of applications we receive, unfortunately we are not able to give feedback to all candidates, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. We will hold your details on our database and consider you for future opportunities, unless you instruct us otherwise. Good luck with your job search. Many thanks - Pyramid8 Ltd