2nd Line Support Analyst

Venesky-Brown’s client, a public sector organisation in Dundee, is currently looking to recruit an IT Infrastructure Analyst until the end of May 2026 on a rate of £200/day (Inside IR35). This role will be hybrid working with 2 days per week onsite in Dundee.

Responsibilities:

• Provide operational support, maintenance and upgrades for the organisation’s server-based systems and associated infrastructure, with a specific focus on event monitoring, incident resolution, performance monitoring, log analysis, process/task automation and proactive maintenance (e.g., applying routine patches and security updates).
• Provide a customer-focused second-line operational support service, managing and resolving incidents and requests using service management processes within agreed SLAs, applying fixes and workarounds as required.
• Support problem management by using specialist knowledge to provide technical diagnostic information, help identify root cause and validate remediation and changes.
• Administer Microsoft 365 services (including Entra ID, Exchange Online and SharePoint), managing user and group access, supporting permissions where appropriate, and maintaining/administering PowerShell scripts.
• Monitor, test and maintain system backups and restores.
• Maintain the operational effectiveness of the IT infrastructure by identifying issues, highlighting risks, and proposing opportunities for improvement.
• Maintain positive working relationships with stakeholders, providing timely updates on current or impending issues and planned changes.
• Work closely with the Enterprise Applications and IT Service Delivery teams to support the smooth transition of new or changed services into the production environment.
• Adhere to operational standards and processes, create and maintain technical and operational documentation.
• Apply and maintain information security controls as required by policy and procedures, ensuring compliance with relevant legislative requirements (including licensing, data protection and copyright).
• Out-of-hours work may be required from time to time to support planned system maintenance.
• Carry out any other duties as prescribed by the Chief Digital Officer, temporarily or on a continuing basis, as may reasonably be required and commensurate with your grade.
• Duties and responsibilities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

Qualifications:

• Educated to degree level in Computer Science (or a related discipline) and/or able to demonstrate equivalent relevant experience
• Demonstrable expertise in technologies relevant to the role (including Windows Server, VMware, Active Directory and Microsoft 365).
• Experience of event monitoring, performance monitoring, log analysis, process/task automation and proactive maintenance.
• Knowledge of systems management/monitoring tools.
• Experience of working with an ITIL-based service management system, resolving incidents and requests.
• Experience of adhering to operational standards, methodologies and good practice.
• Understanding of data security best practice and UK GDPR.
• Evidence of a commitment to CPD.
• Postgraduate or professional qualification in a relevant discipline.
• ITIL certification.
• Relevant professional certifications.
• Administration of cloud environments, preferably Azure.
• Working knowledge of enterprise Linux.
• Understanding of SharePoint Online administration and configuration, such as SharePoint site structure and permissions architecture.
• Experience of PowerShell scripting.

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