2nd Line Support Analyst

Ref: ZR_7184_JOB  ·  Posted on 08 August 2022


Our client operates a 40/60 hybrid working split, meaning you only need to spend 40% of the month on-site. 60% of the work can be done from home.

Our client is a world-class technology and engineering consultancy, who specialise in advanced research, development services and products to high-profile customers.

You will be working within the IT department which plays an important part in enabling our client to deliver customer work. The IT department provides effective, compliant, secure and resilient technical infrastructures, allowing staff to work effectively wherever they are based.

Company Cultures:

  • Our client is a world-class engineering consultancy. They enable their clients to maximise the investments in science and technology. Trusted by government and industrial partners worldwide, they deliver technology-based Research and Development services, provide independent advice, and solve technically challenging problems
  • Our client makes it their business to understand the clients' key issues to provide end-to-end tailored solutions.
  • With extensive experience in communications systems, electronic sensors, and information assurance and in both the civil and military domains, they understand the technical complexities of modern and future systems. The team of over 350 engineering consultants develop new concepts, capabilities and systems to protect what matters most to their clients.
  • Our client remains a British centre of excellence for world-class innovation and engineering.
Key responsibilities
  • Log calls using the Help Desk software whenever calls come in through the Help Desk system, by phone, email or in person.
  • Management of personal call queue, ensuring calls are closed in a timely fashion.
  • Provide updates and ensure communication with the user is maintained.
  • Escalation of calls to the IT Operations team or Management as necessary
  • User Administration within the following environments: Active Directory (On Prem and Azure), Exchange, Lync, SharePoint, ExtremeCloud, and RSA.
  • Perform software builds/rebuild on laptops and desktops as required.
  • Troubleshoot hardware and software faults with IT equipment.
  • Ensuring that documentation is kept up to date with current procedures and processes.
  • Always fully comply with our client’s policies and procedures.
  • Undertake such other reasonable duties, commensurate with the job holders experience and qualifications, as may be required for the smooth operation of the business.
Skills & experience
  • Previous Service Desk experience.
  • Windows (desktop and server) operating systems technical skills – including build and issue resolution.
  • Linux technical skills – including build and issue resolution.
  • Ability to support Windows AD, Azure AD, Office 365, Exchange, M365 (including Sharepoint, Teams etc).
  • Powershell scripting.
  • InTune and SCCM.
  • Understanding of networking .
  • Ability to prioritise.
  • Problem solving.
  • Understanding and experience of ITIL is an advantage.
  • Communication skills – both verbal and written.
  • Customer service focus.
  • Enthusiastic and self-starting.

Our client is committed to a policy of Equal Opportunity, Diversity and Inclusion. Their working environment is friendly, innovative and inclusive.  They can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs.

Additional benefits
  • Flexi Leave and Flexi Time Scheme.
  • Annual Holiday.
  • Flexible Benefits.
  • Sickness Benefit.
  • Business Performance Related Bonus.
  • Share Save Plan.
  • Pension scheme.


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