Senior Reactive IT Analyst / 2nd Line Support Engineer

This job has now expired please search on the home page to find live IT Jobs.

Job Title: Senior Reactive IT AnalystLocation: 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 requiredSupporting 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/knowledgeEnsuring that a high level of customer service and support is provided to all internal and external stakeholdersAttend on site client visits when requiredPerform staff scheduling review to ensure help desk coverage during business hours and on-call support as requiredProjecting a positive attitude and ensuring customer experience is of primary focus to those around themMonitor and manage reactive level tickets ensuring timely resolution of problems in line with SLA's/KPI'sExperience Required:Experience of supporting:Microsoft-based Operating systems such as Windows 10 and MS Server 2008/2012/2016Basic Networking, TCP/IP, DNS, DHCP troubleshootingActive Directory and ExchangePC hardware and software set-up and configurationOffice 365 functionality, account and mailbox administration and licensingVirtualisation platforms such as VMware ESXI/vCenter and Hyper-VAnti Virus applications such as Webroot EndpointStrong experience supporting customers via telephone, email, remote control and site visitsStrong experience in analysis and problem-solving with the ability to take ownership of tickets from logging to resolutionExperience of undertaking IT projects as instructed to a high standardIf 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.