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

Posted 25 November 2020 by CCR Recruitment & Selection
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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

Required skills

  • Service Desk
  • Windows Azure
  • 3rd Line
  • Microsoft Applications
  • Microsoft Solutions

Reference: 41377162

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