Infrastructure Support Analyst (2nd / 3rd Line)

A fantastic opportunity has arisen for an Infrastructure Support Analyst to join a well-established Managed Services Provider in central Birmingham.

This position has arisen due to internal growth and an increase in demand with project related work. The role will offer mixture of responsibilities across their Cloud, Managed Services and Business System support offering.

Responsibilities within the position will include;

• Provision of 2 nd /3 rd line support for incoming IT related issues through the organisations ticket, Email and CRM systems.


• Support of Windows Server 2008 - 2019 (hosted and on prem), Azure AD, VMware, O365, SAN storage, basic networking plus MSP technologies such as Remote Server Monitoring, Managed Antivirus, Cloud Backup etc.


• Responsible for tracking and progress-chasing of incidents to conclusion and in line with SLAs and quality standards and to the expectations of the customer.


• System maintenance, and support of infrastructure and systems.


• Provide a point of technical escalation for 1 st and 2 nd line teams.


• Where required, work with the wider team to deliver remote customer projects.


• Provide an excellent level of customer service to internal and external customers.
  
  A proven background providing 2 nd /3 rd line support, ideally working for an IT Services business.


• Experience using ticketing/helpdesk systems (FreshService desirable).


• Experience supporting, administering and implementing Microsoft 365, Teams, Azure and SharePoint.


• Strong understanding across Virtualization (Vmware/Hyper-V).


• Experience working with storage and server hardware would be beneficial.


• Basic understanding of Networking (Firewalls, Switches/Routers, backup's, hardware).


• Understanding of ITIL framework (certification desirable).
  
  Hours: 37.5 hours per week - Monday to Friday, 9:00am to 5:30pm.


This opportunity is office based 4 days a week initially, with 1 day WFH (possibility of hybrid/remote upon completion of training). Lots of progression & learning available with this business.