Job Vacancy

3rd Line Support Analyst – Day Shifts

Job Type:

Shift based, average 40 hours per week (core working hours will be 07.00 to 19.00 Monday to Friday)

Salary:

Competitive

Location:

Shefford, Bedfordshire, SG17

Overall Description

The 3rd Line team are responsible for ensuring the availability and smooth running of our clients’ IT operations, consisting of end user workstations, servers, hosted applications, LAN/WAN infrastructure and telephony. The 3rd Line team’s primary role is to ensure that customer platforms are operating smoothly and pro-actively monitored to ensure issues are detected before the customer is impacted where possible. The 3rd Line team are a point of escalation for the 2nd Line team and should resolve issues that lower tiers cannot in a prompt and professional manner.

Key Responsibilities

  • Proactive monitoring of hosted systems and networks using industry standard monitoring technologies to ensure hardware, services and hosted applications are available and responsive.
  • Responding to alerts generated by monitoring, system generated alerts, etc.
  • Act as a technical escalation point for the 1st and 2nd line teams.
  • Monitoring the success and efficacy of backups and resolving related issues.
  • Proactively managing anti-virus software and security patches in line with policy to ensure our clients are appropriately protected against security vulnerabilities.
  • Follow pre-defined processes and procedures for operational activities.
  • Escalate and liaise with Hardware & Professional Services teams where appropriate.
  • Provide office-based support to an on-site implementation team to assist with the adoption of new clients and services.
  • Provide cover for support calls during shifts that occur outside of the normal Centrality Service Desk support.
  •  
The candidate will be involved in a wide array of technologies and applications including: 
  • Windows Server 2008 R2 – 2019 and Windows 7-10 operating systems
  • Microsoft Azure, Hyper V and VMWare
  • Microsoft Exchange / Office 365
  • Wide Area Networks (WANs), VPLS, Site-to-Site VPNs
  • Network equipment


The candidate will require excellent inter-personal skills, as there will be the need to speak to client VIPs during major incidents on occasion.

Skills and Experience

Qualifications
  • Education qualifications required: GCSE Maths and English at grade C or higher
  • Professional Qualifications required: None
  • Professional Qualifications desired: Microsoft MCDST, MCP or higher in relevant areas. ITIL Service Desk & Incident Management, Basic Juniper JUNOS networking qualification (or Cisco equivalent).
Experience & Knowledge

Rated excellent

  • Excellent communication skills, both verbal and written.
  • Excellent problem solving, troubleshooting and analysis skills.
  • Accuracy and attention to detail, methodical and organised approach.
  • Ability to follow and contribute to standard operating procedures and documentation.
  • A knowledge of network topology, components and systems monitoring
  • Remote administration of workstations, servers, routers, network switches
  • Ability to sensibly escalate calls to third parties and to inform clients of major incidents where necessary
  • Knowledge of both server and client operating systems
  •  

Rated Good or Better

  • Ability to prioritise tasks and handle Major Incidents
  • Experience of Microsoft Windows Server Update Services (WSUS)
  • Experience of McAfee e-Policy Orchestrator, or other well-known centralised AV management software (Sophos, ESET, etc.)
  • Knowledge of the concepts of monitoring servers, LAN/WAN networks, client computers
  • Experience or understanding of concepts in centralised management of computers and other equipment over a corporate network.
  • Ability to learn and adapt to new products procedures as they appear, as driven by client requirements, but full training will be given where necessary.

Useful skills

  • Experience of Microsoft System Centre Data Protection Manager Server.
  • Experience using a software deployment and systems management platform.
  • Administration of Red Hat Enterprise Linux (or other Linux distribution).


A minimum of 2 years’ experience in a 3rd line or senior 2nd line technical support role is considered essential.

Other ​
  • Excellent interpersonal and communication skills for all levels of user up to and including director level.
  • A strong, amiable and flexible team-player.
  • User-focussed, empathetic and when appropriate, firm, approach
  • Good attention to detail
  • Good problem solving skills and evidence of strategic approaches to fault diagnosis
Other
  • Valid driving license
  • Own means of transport
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