Second Line Analyst
Location: UK – Nottingham, UK – Milton Keynes | Job-ID: 218531 | Contract type: Standard | Business Unit: Service Desk
Life on the team
Locations: Milton Keynes or Nottingham
Must either have, or the ability to undertake Security Clearance to be considered. The role also requires working 5 days per week at our offices, so please bear this in mind when applying
Join our dynamic 2nd Line Command Support team in Milton Keynes, where you’ll be part of a collaborative environment that values continuous learning and development. As a 2nd Line Command Analyst, you’ll work closely with colleagues across different teams, including the 3rd Line specialists, to resolve incidents and implement key infrastructure changes. The role offers a great opportunity to hone your technical skills while contributing to the seamless support of our customer’s estates. Your insights and expertise will be vital in supporting the team’s success, making a real impact on our customer experience.
What you’ll do
- Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service
- Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk environment
- Manage tickets, ensuring all incidents, requests, and problems are addressed within agreed timeframes
- Collaborate with various teams for problem-solving and project-driven work, enhancing your technical abilities and experience
- Support infrastructure change implementations, ensuring seamless transitions and minimal disruption
What you’ll need
- At least three years of experience in 2nd Line infrastructure support, ideally with hands‑on experience in resolving server‑related incidents
- Strong problem‑solving abilities, with the ability to stay calm and efficient in a high‑pressure environment
- Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner
- Strong technical skills in the following areas
- Antivirus Solutions: Symantec Endpoint Protection, McAfee, Microsoft Defender
- Ivanti UWM: Environment Manager, Application Control, Performance Manager
- Monitoring Tools: ScienceLogic, SCOM
- Quest: Active Roles, Recovery Manager
- Scripting: PowerShell
We are a disability confident committed employer.
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