​2nd Line Technical Support Analyst / Group Policy

A rare and exciting opportunity has arisen within a field leading client of ours currently looking for a 2nd Line IT Support Analyst to provide 2nd Line support to all staff and students and to deal with incidents escalated via the IT Service Desk and assist the infrastructure team where practical. In addition to the primary IT support role, 2nd Line Technical Support are responsible for ensuring that projects and IT Security & Compliance tasks assigned to them are completed. This role is suited to a customer focused technician who is comfortable with managing the needs of the business, who can work as part of a team and independently as required.

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Main Responsibilities:

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• Maintain a high level of professional support to all users and adhere to all service management processes (including but not limited to Service desk tickets, P1/P2 incidents, ad-hoc requests for support/guidance)

• Support the Student Network and ensure the estate is fully operational and functioning for student examinations.

• Cover of 1st Line support duties as required

• Participate in technology projects to the agreed project timeframes and standards

• Provide secondary assistance to Senior Infrastructure Analysts when needed on all IT equipment as required.

• Be the top of the escalation chain from 1st line and within 2nd line, before escalation to Infrastructure. Manage and own the incident and have a final decision on escalation to the Infrastructure team or a 3rd party.

• Support members of the team (1st Line, 2nd Line, NetOps, Security and Compliance)

• Participate in evaluation of new technology, technology strategy and selection decisions.

• Maintain physical hardware assets including detailed reporting, imaging, reimaging and decommissioning.

• Assist with approved application upgrades following documented procedures.

• Meet and exceed KPIs as allocated by the IT Service Desk Manager

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Technical Attributes:

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• Group policy management - ESSENTIAL

• Microsoft Products including Operating System and Applications (Server and Workstation)

• Deployment tools and asset management tools

• SCCM

• PC Hardware Setup and configuration

• Vulnerability Management (WSUS, PCI Compliance, ISO Compliance).

• Maintain Computer Based Assessments (Hardware and Software)

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Personal Attributes

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• Strong understanding of the organisational and departmental goals and objectives.

• High level of technical aptitude with a desire to expand technical knowledge

• Good written and oral communication skills.

• Exceptional interpersonal skills, with a focus on listening and questioning skills.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

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This really is an excellent opportunity to join a field leading client with opportunities in development towards NetOps (3rd Line) and a managerial position (IT service Desk). For more information and a full job description, please contact Ben Turner at RBW Consulting.

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Salary: £26,000 - £29,000 Per annum