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Job Details


Second Line Support Analyst - £25k - £30k, depending on experience (Permanent)

Location: Woking, Surrey Country: UK Rate: £25k - £30k, depending on experience

Second Line Support Analyst - £25k - £30k, depending on experience.

Your New Job

Operation and Maintenance solutions and to provide 2nd line support for external and internal customers managing the resolution of software issues.

Your Responsibilities

  • To provide 2nd line technical support, answering support queries via phone, email and ticket allocation.
  • Monitoring the core managed service platform and application layer to identify incidents/problems and resolving proactively.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles, working to defined SLA's.
  • Maintaining and improving production Servers, applications and networking.
  • Ensure uptime and resilience of core Managed Service platform.
  • Maintain the integrity of IT security in order to protect and safeguard IP and data by managing a continuous data loss prevention programme.
  • Engage with third party hosting provider in regard to any incidents/problems where required.
  • Ensure that all IT incidents are recorded, diagnosed, resolved or escalated to the appropriate person or vendor working to keep/ensure service level agreements.
  • Provide out of hours Infrastructure and Application support for outage incidents and work to agree a workable patching schedule out of core business hours.
  • Any other duties as and when required.

The Skills and Experience You'll Need

  • Strong working knowledge of deploying, configuring, troubleshooting and supporting Microsoft technologies
  • A good working knowledge of SQL Server and a good understanding of SQL Scripting is essential.
  • Windows server (AD, GPO, CA, DNS, DHCP, WSUS, HYPER-V).
  • IIS
  • Perfmon - Data collection and analysis.
  • Windows system security patching.
  • Working knowledge and experience managing networks:
  • TCP/IP, HTTPS, DNS, Routers/Firewalls, VLANs, VPN, Reverse Proxy.
  • Network monitoring
  • Experience in building systems and deploying applications:
  • Documentation and effective user handover.
  • Working knowledge in IT security:
  • Deploying and managing endpoint protection.
  • Monitoring and ensuring systems are up to date (WSUS, applications, firmware, drivers, networking).
  • Previous experience working within a hosting/managed service organization in a Support capacity.
  • Change Management.
  • Monitoring and alerting/event management.
  • Capacity monitoring.
  • Availability monitoring.
  • Anti-virus management.
  • Backup management.
  • DR tests.
  • Experience working in a commercial Helpdesk or Support role, effectively communicating with end users and teams.
  • Experience of working with and supporting financial or fraud management applications.
  • Experience working with Microsoft Azure and Operational Monitoring System (OMS)
  • Working knowledge of Linux operating systems (CentOS, Redhat).
  • Linux system security patching.
  • Understanding of PCI-DSS standards.
  • Cisco Certified Network Associate (2011)
  • ITIL® Foundation certificate

What We Offer In Return

  • Competitive Salary
  • 25 days holiday + Birthday Day + Bank Holidays
  • Contributory pension scheme
  • Life insurance
  • Private health care

Second Line Support Analyst - £25k - £30k, depending on experience.

Posted Date: 12 Jun 2019 Reference: JSSM-1710122 Employment Agency: Henderson Scott Contact: Stephen Murphy