Enterprise IT - 2nd / 3rd Line Support
12 months
London – Full time on site
£47,364 - £52,927 per annum
Spinwell is recruiting for an Enterprise IT - 2nd / 3rd Line Support for an excellent opportunity within the public sector.
RESPONSIBILITIES OF THE ENTERPRISE IT - 2ND / 3RD LINE SUPPORT
- Technical Support
- Provide out of hours support for technical issues raised for P1’s and P2’s if they arise.
- Provide technical support during operational hours for P1 and P2 if they arise.
- Provide technical support on network designs or changes to current technical network designs.
- Diagnose and resolve advanced technical issues across networks, servers and applications.
- Provide 3rd line support for Microsoft Azure, Active Directory and Group Policies, Intune, Microsoft 365, Exchange, EUD, Laptops, Software, SharePoint, Windows 11 Operating System, Backup and Disaster recovery.
- Perform root cause analysis and implement long term solutions.
- Support infrastructure upgrades, migrations and system deployments.
- Manage and configure network devices, firewalls etc.
- Provide support for the packaging of complex applications for inclusion in the company portal.
- Provide support with the onboarding and offboarding of devices.
- Provide 3rd line technical hardware support for all end-user equipment e.g. laptops, desktops, monitors, switches and routers.
- Support with automating patch management.
- Manage major incidents and events and liaise with key stakeholders to implement a satisfactory resolution.
- Work closely with third party vendors during major incidents and implementation of new services.
- Participate in change management, release planning and compliance audits.
- Stakeholder Engagement
- Collaborate with internal teams and external vendors to resolve escalated incidents.
- Ability to communicate complex technical issues clearly to non-technical stakeholders.
- Strategic
- Provide strategic input into the DCC technology roadmaps with recommendations of optimization and business continuity.
- Provide recommendations for service improvements that support DCC strategic roadmap.
- Provide updates to the business on future trends that can support the business with forward planning.
- Knowledge Management
- Maintain documentation of troubleshooting procedures and technical configurations.
- Produce and maintain training documentation.
- Share knowledge with first- and second-line support analysts to grow the capabilities of the team in complex and specialized areas.
- Performance Management
- Provide monthly reports on system performance.
- Ensure KPI’s are met, service level agreements and operational level agreements are achieved.
SKILLS/EXPERIENCE OF THE ENTERPRISE IT - 2ND / 3RD LINE SUPPORT
- Minimum of 5 years’ experience in IT support, managed service functions or infrastructure roles.
- Strong knowledge of SQL, Windows Operating Systems, Active Directory, Group Policy, Azure, Microsoft 365, SharePoint, Exchange, End User Compute.
- Experience with scripting (Powershell, Python)
- Experience within IT Service Delivery, Technical Support, Performance Analysis and Reporting
- Experience of ITIL practices and service management frameworks
- Excellent problem solving and communication skills
- Experience of networking protocols, DNS, DHCP and VPN technologies
- Experience of ITSM tooling and IT Service Desk/helpdesk environments
- Experience working with 3rd parties
- Experience with Cloud Providers
- Skills and Qualifications Essential
- Batchelor’s degree in Information Technology or Computer Science.
- Microsoft Certified IT Professional.
- ITIL.
- Problem Solving.
- Written and verbal communication skills.
- Decision making skills.
- Analytical mindset and attention to detail.
- Calm under pressure and capable of handling high-priority incidents.
- Collaborative and proactive in cross-functional environments
- Exceptional Customer Service
If you are an Enterprise IT - 2nd / 3rd Line Support, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us