Senior Reactive IT Analyst / 2nd Line Support Engineer (Permanent)

Job Title: Senior Reactive IT Analyst

Location: Cardiff

Salary: £24,000 - £28,000 per annum (Depending on experience)

Job Type: Full Time, Permanent

Job Role:

You will operate within the Reactive IT Support Team and will be responsible for working on and resolving issues quickly and efficiently on customer's IT systems.

Located in the Cardiff office, but with travel involved to client sites, you will be a point of escalation within the team. You will also be required to work on projects identified by the Proactive IT Team resulting in improved customer IT systems and infrastructure.

As the senior of the team it would be expected that you have oversight, understanding and responsibility of all activities within the reactive support provision.

Key responsibilities:

• Providing assistance to the Senior Team Leader as required
• Supporting other team members, working closely with the Infrastructure Manager and Technical Lead when required as well as supporting 1st Line engineers in developing their skills/knowledge
• Ensuring that a high level of customer service and support is provided to all internal and external stakeholders
• Attend on site client visits when required
• Perform staff scheduling review to ensure help desk coverage during business hours and on-call support as required
• Projecting a positive attitude and ensuring customer experience is of primary focus to those around them
• Monitor and manage reactive level tickets ensuring timely resolution of problems in line with SLA's/KPI's

Experience Required:

• Experience of supporting:
• Microsoft-based Operating systems such as Windows 10 and MS Server 2008/2012/2016
• Basic Networking, TCP/IP, DNS, DHCP troubleshooting
• Active Directory and Exchange
• PC hardware and software set-up and configuration
• Office 365 functionality, account and mailbox administration and licensing
• Virtualisation platforms such as VMware ESXI/vCenter and Hyper-V
• Anti Virus applications such as Webroot Endpoint
• Strong experience supporting customers via telephone, email, remote control and site visits
• Strong experience in analysis and problem-solving with the ability to take ownership of tickets from logging to resolution
• Experience of undertaking IT projects as instructed to a high standard

If this role sounds like a fit for you, please click the APPLY button to send your CV & Cover Letter for this role.

Candidates with experience of: IT Support Technician, 2nd Line Support Engineer, 2nd Line Support, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Services, IT Desk Support, IT Support Technician, 2nd Line Support Engineer, IT Helpdesk Support, Helpdesk Support Technician, Helpdesk Analyst, IT Support Engineer, IT Desktop Support, Support Technician will also be considered for this role.