3rd Line IT Support Analyst

Simple Recruitment are looking for a 3rd Line IT Support Analyst for a permanent opportunity with our client in Frome.

The Job:You will be dealing with incidents or changes that are reported by phone, chat or email, escalations from our 2nd line team, whilst working with the Service Manager to identify areas for improvement for their clients on the Service Desk. The 3rd line engineers also provide technical expertise to all areas of the business as required, from project planning to security and maintenance. Our client truly cares about their clients and want to help them get back to their role as efficiently as possible.

Key Responsibilities:

• Providing excellent customer experience, through friendly, helpful technical issue resolution
• Collaborate with 1st and 2nd line support teams to escalate, troubleshoot and resolve issues efficiently
• Recording incoming support requests and maintaining detailed, accurate notes and time records
• Referencing and updating client documentation and user guides
• Perform system upgrades, installations, and configurations.
• Assist in the management and maintenance of client IT infrastructure.
• Carrying out on-site work if required; troubleshooting, infrastructure installation, hardware refresh and other projects

Technical Skills required:

• Windows Server including; Active Directory, DHCP, DNS, File Services, Group Policy management, RDS, IIS, SQL, plus server hardware troubleshooting, versions 2012/2016/2019/2022
• Microsoft 365 and Azure administration experience, including InTune & Endpoint management & PowerShell skills
• Networking diagnosis, including; ADSL, VOIP, VLAN, VPN and switch management
• Firewall/UTM management experience
• Mac/Linux troubleshooting experience
• Virtualisation platforms experience
• Backup and DR experience
• Cyber Security awareness and remediation skills are desirable
• Experience of working within ITIL or SDI frameworks is desirable

Experience and Qualifications desired:

• CompTIA-A+, N+
• Microsoft Associate Level (Infrastructure or Cloud technologies)
• 3 + years of professional IT experience ideally in an MSP environment at 2nd level support or higher (required)
• Excellent customer service and problem-solving skills
• Organisational, time management and documentation skills, preferably with experience of logging time

What do you get:

• Up to 28 days holiday + bank holidays
• Company Pension
• On-going training and career development
• Free parking
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Gym membership
• Private dental insurance
• Private medical insurance
• Company Sick pay
• Hybrid working

This really is a fantastic opportunity to join our award-winning and market-leading company.

Our brief:Simple Recruitment are acting as an employment business on behalf of our client, based in Frome who are seeking a 3rd Line IT Support Analyst to join their team on a permanent basis.