2nd Line Analyst - Infrastructure

What you’ll do

• Resolve incidents and fulfil service requests within SLA targets, providing excellent customer service. Manage tickets so incidents, requests and problems are progressed within agreed timeframes. Support other 2nd Line Analysts with technical escalations and efficient service delivery. Collaborate across teams on problem-solving and project work. Support infrastructure changes, helping to minimise disruption. What you’ll need At least three years of experience in 2nd Line infrastructure support, ideally with hands-on experience in resolving server-related incidents. Strong problem-solving abilities, with the ability to stay calm and efficient in a high-pressure environment. Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner.Strong technical skills in the following areas: Strong technical skills in the following areas: Microsoft Teams Microsoft Exhange Microsoft Defender (Mail Hygiene) Microsoft OneDrive for Business Microsoft SharePoint PowerShell AvePoint Cloud Backup Antivirus Solutions: Symantec Endpoint Protection, McAfee, Microsoft Defender Cloud Fundamentals: Microsoft Azure, Amazon Web Services (AWS) Directory Services: Active Directory Domain Services, Entra ID Ivanti UWM: Environment Manager, Application Control, Performance Manager Monitoring Tools: ScienceLogic, SCOM Networking Fundamentals: DNS, DHCP, TCP/IP Policy Management: Group Policy, Intune Policy Quest: Active Roles, Recovery Manager. Server Fundamentals: OS troubleshooting, Permissions, PKI. Technical skills and exposure in some or all of the following areas would be advantageous: Microsoft Intune. Microsoft Power Platform. Microsoft Purview. SQL. Networks. Wintel. Messaging.