IT Service Desk Analyst - 3rd Line Microsoft Specialist (365/Azure)

IT Service Desk Analyst - 3rd Line Microsoft Specialist (365/Azure)

£38,000 - £42,000 plus Benefits and on call allowance

Role Specific Tasks

• This post is the escalation point from 2nd line support for queries or issues that require infrastructure support and triage due to complexity of the technology challenges presented.
• Accurately capture and process customer support requests to the agreed standards using the company ITSM tool.
• Ensure all customers are proactively communicated with in line with company guidelines, management principles and adhere to company’s SLA’s within an ITIL Framework.
• Answering incoming calls and acknowledging emails in a timely manner.
• Assist with the Incident Management team, where appropriate, in identifying and resolving Major / P1 / P2 incidents, gather full information and escalate where required.
• Liaise between the Incident Management, Infrastructure Management and Service Delivery Teams. Consulting on infrastructure problems and provide suitable networking solutions across teams
• Troubleshoot and attempt to fix faults within designated parameters.
• Monitor, update and escalate tickets received by email to the next level if appropriate.
• Proactively monitor all outstanding tickets to ensure those that can be, are closed.
• To take ownership of user problems and be proactive when dealing with user issues
• To log all calls on the call logging system and maintain full documentation on the companies CRM tools ensuring consistency and accuracy of all customer data. Maintain a log of any software or hardware problems detected within the company’s designated knowledge base.
• Respond to enquiries from clients and help them resolve and hardware or software problems
• To resolve all IT issues with a professional manner updating the knowledge base articles as appropriate
• To be part of the IT "out of hours" rota fixing business critical (Major P1/P2) faults either remotely or on site as necessary, whilst achieving the SLA

Essential Key Skills

• A Microsoft certification such as an MCSE is desirable
• Excellent troubleshooting skills - deep dive fault finding and investigating IT Issues
• Extensive knowledge of Microsoft Solutions including implementation of Windows Server platforms, Office 365 migrations, Active Directory, Group Policy, and Exchange Server
• Excellent understanding of Microsoft applications, particularly Teams, Active Directory Services and SharePoint
• Excellent knowledge of O365 as a CSP or Non-CSP solution to the end customer
• Good understanding of Azure Infrastructure services and their limitations
• Experience in configuring & monitoring different attributes and handling scale up and scale down scenarios for the application in Azure
• Provide best practices around provisioning production and non-production environments on Azure to optimize the usage
• Have good understanding in implementation of advanced security, authentication and single sign on across cloud and on premise
• Experience in the hardening of Microsoft environments and best practice security
• Strong understanding of the advantages and limitations of Azure Active Directory
• Strong experience in Azure Platform Services, understanding of their capabilities and limitations and being able to architect and deliver solutions leveraging various platform services
• Experience in defining and implementing Hybrid scenarios with workloads shared across on premise and Microsoft Azure, application Integration between cloud and on-premise environments
• Proven hands-on End User Computing experience including operating system deployment skills for Windows 10
• Experience of designing, building, deploying and supporting Microsoft Infrastructure solutions, including Server and Client Operating Environments (SOE / COE)
• Strong knowledge of IT Infrastructure and related technologies • Extensive knowledge with Infrastructure migration and refresh projects.
• Excellent customer facing communication skills
• Server/network maintenance and administration
• Experience with Email filtering solutions such as Mimecast and troubleshooting mail flow issues on both Exchange and O365
• Experience with Hyper-V or other virtualisation environments and / or thin client environments would be beneficial
• Experience of working on infrastructure projects
• Working in a complex environment
• Team player

Desirable Skills

• A good working knowledge of PSA and RMM tools such as Autotask and Datto (AEM) or similar
• A good working knowledge of OSX and UNIX/Linux
• A Cisco certification such as CCNA or CCNP is desirable
• Other industry standard qualifications are advantageous