3rd Line Support Analyst

3rd Line Support Analyst

Maverick Associates Brighton, England, United Kingdom (Hybrid)

Maverick Associates for a 3rd Line Support Analyst for our MSP client. The role is based in Brighton and will be 5 days a week on site. paying around the £40K

Job Description: 3rd Line Support Analyst

Position Overview:

We are seeking a highly skilled and customer-focused individual to join our team as a 3rd line support analyst. In this role, you will be responsible for providing technical support and exceptional customer service to our clients. You will resolve complex IT issues and inquiries, demonstrating excellent problem-solving abilities and a strong commitment to delivering prompt and effective solutions.

Responsibilities:

• Provide 3rd line technical support.

• Respond to and resolve complex technical issues.

• Troubleshoot and diagnose hardware, software, and network-related problems.

• Collaborate with other teams to ensure the timely resolution of issues.

• Utilise remote access tools to assist with troubleshooting and issue resolution.

• Document troubleshooting steps and resolutions in a comprehensive manner.

• Liaise with 3rd parties to assist with maintenance and upkeep of onsite infrastructure.

Customer service:

• Deliver exceptional customer service by always demonstrating a professional and courteous demeanour.

• Act as a customer advocate, ensuring their needs are met and issues are resolved to their satisfaction.

• Communicate technical information to non-technical users in a clear and understandable manner.

• Provide guidance and advice to customers on IT-related matters.

• Maintain a high level of customer satisfaction by managing customer expectations and ensuring prompt issue resolution.

Incident and problem management:

• Manage and prioritize incidents and service requests in accordance with defined service level agreements (SLAs).

• Analyse incidents and identify trends to proactively address recurring issues.

• Escalate incidents to the appropriate teams when necessary.

• Contribute to problem management activities by identifying and documenting root causes and proposing preventive measures.

• Documentation and knowledge sharing:

• Maintain and update the knowledge base with resolutions, workarounds, and troubleshooting techniques.

• Create and update technical documentation, procedures, and user guides.

• Share knowledge and collaborate with colleagues to improve overall team effectiveness.

Continuous improvement:

• Identify opportunities for service improvement and operational efficiency.

• Participate in team meetings and contribute ideas for enhancing service delivery.

• Stay updated on industry trends and new technologies relevant to the role.

Essential Skills

• 2 years experience with Linux, preferably RedHat, CentOS and Ubuntu 20/22 and being able to troubleshoot complicated set-ups.

• Azure experience

• Office 365 administration, using their full suite.

• Windows Server management experience from Windows Server 2008 to 2016

• Active Directory, Group Policy, Certificates and other Windows Administration Tools

• Advanced troubleshooting capabilities

• Able to understand and administer scripts.

• NFS knowledge

• Backup solutions, primarily Dell Networker

• Firewall experience, both local to server, and organisation wide.

Desirable experience

• PowerShell experience

• MySQL experience

• Preferable understanding on web/app servers (Glassfish/Payara, Apache Tomcat, IIS, etc)

Requirements:

• Bachelors degree in information technology or a related field (or equivalent work experience).

• Proven experience in a similar role, providing technical support.

• Strong customer service skills with the ability to empathize and communicate effectively with customers.

• Solid understanding of IT infrastructure, including hardware, software, and networking concepts.