2nd Line Support Analyst

Purpose of the role

The 2nd Line Support Analyst is accountable for the high level of customer service and client satisfaction that Core’s customers require from the Managed Services division. This role must ensure SLA’s are met and the individual must proactively manage and prioritise their workload as well as assist and develop a positive working relationship with fellow team members and Core staff and customers. Further responsibilities include:

• Hardware break fix on PC’s, Laptops and Printers.
• Provision of 2nd line support for all hardware and software PC-related issues and incidents.
• Working collaboratively with other teams where incidents and service requests require cross-functional activities.
• Document all triage and knowledgebase information, including new and changed services, procedural changes, etc. as appropriate.
• Manage / provide support and technical expertise to projects as directed.
• Identify service improvements and take them through to implementation.
• Installation of hardware and software.
• Support of mobile devices.
• Maintain customer asset information and stock replenishment.
• Parts ordering and understanding of stock control processes.

Key personal skills include:

• An ability to work under pressure and deliver a high level of service
• To develop and maintain positive working relationships with team members and the extended Core user base.
• To work closely and liaise with Core Infrastructure, Project Management and Account Management teams
• Not only have a ‘can do’ but an ‘over and above’ attitude to professional standards and working practises and a willingness to see work through to its completion.
• A willingness to learn and develop new skills. Core provide excellent web based and certified training and use the latest (predominantly) Microsoft technologies that are commensurate with being a Microsoft Platinum Partner.
• Be prepared to work on a 5 day over 7 day shift basis that includes occasional weekends and bank holidays.

Benefits of working with Core

In return you will receive:

• A competitive salary between £32k and £35k
• Company pension scheme
• Life insurance
• Private healthcare
• The opportunity to learn and receive paid for training and exams in up to date technologies include Microsoft, ITIL and Cisco.
• A structured career path that allows personal development as Core expand

Essential skills\qualifications\experience

• A broad technical knowledge of PC’s\peripherals and their architecture
• Experience working in either or (preferably) both a software support or hardware break-fix role.
• Proven software\hardware troubleshooting skills
• PC\Desktop Support knowledge including Windows OS, Office Suites and core application suites
• ITIL v3 Foundation certification
• An ability to take a methodical approach to service issues
• Able to work both on own initiative and as part of a team
• Ability to work under pressure to meet SLA’s and remain calm in stressful situations
• Ability to follow processes and procedures
• To develop and maintain positive working relationships with team members and the extended Core user base.
• To work closely and liaise with Core Infrastructure, Project Management and Account Management teams
• Not only have a ‘can do’ but an ‘over and above’ attitude to professional standards and working practises and a willingness to see work through to its completion.
• A willingness to learn and develop new skills. Core provide excellent web based and certified training and use the latest (predominantly) Microsoft technologies that are commensurate with being a Microsoft Platinum Partner.
• Someone who prides themselves on customer satisfaction and believes in process improvement initiatives, with examples provided.
• Be prepared to work on a 7 day shift basis that includes occasional weekends and bank holidays.

Technical Requirements

• Azure
• Office365
• Sharepoint
• Direct Access
• Windows Defender
• DirSync’s PowerShell
• Exchange Server 2010 onwards
• Windows 7\8\8.1\10
• Routers, printers, laptops, firewalls and switches

Desirable skills\qualification\experience required

• ITIL certified
• Accredited in relevant manufacturers hardware qualification
• Microsoft certification (MCSE/MCSA/MCP’s)
• Prince2 experience
• MS Exchange 2007\2010\2013
• PowerShell
• Azure
• Quest Active Roles
• Quest Defender
• Firewalls
• SharePoint