Senior Support Analyst - 3rd Line

This is a fantastic opportunity for a 3rd Line Infrastructure Analyst to join a well-established Managed Services Provider near Chesterfield has arisen.

This position has arisen due to internal growth and increased senior-level support tickets on the Service Desk. The role will offer a mixture of support-based responsibilities, working alongside the wider team, being responsible for call escalations and 2 nd /3 rd line customer support.

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), Active Directory, DNS/DHCP, Group Policy etc. plus MSP technologies such as Remote Server Monitoring, Managed Antivirus, Cloud Backup, Patch Management etc.


• Preparation and configuration of File Servers (on-premise and hosted environments), Switches, Routers 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.


• Provide a point of technical escalation to Junior team members, providing coaching and support where possible.


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


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


• Strong understanding across Virtualization (Vmware/Hyper-V), Firewalls, Switches/Routers, backup's, hardware.


• Experience within an MSP environment would be advantageous.