3rd Line Support - Wintel AD

Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Location: UK – Nottingham, UK – Hatfield, UK – Milton Keynes | Job-ID: 211974 | Contract type: Standard | Business Unit: Information Technology Life on the team 3rd Line Support Analyst – Wintel AD Competitive Salary + on-call, + overtime + comprehensive and flexible benefits Locations: Hatfield, Nottingham, or Milton Keynes (full-time in office) Must be SC Cleared, or willing to undertake clearance A fantastic opportunity has arisen for a 3rd Line Infrastructure Support Analyst to join our support team based at one of our delivery locations (Nottingham, Hatfield, or Milton Keynes). The successful candidate will join our shared delivery team supporting multiple customers, providing proactive and reactive support for estate management, incident resolution, root cause analysis, and change requests. The role will focus on incident management, increasing first-time fix rates, ensuring SLA targets are met, and wider call management. What you’ll do Technical 80% Call and incident management Respond to service calls and resolve incidents to achieve SLA targets Increase the First Time Fix rate Adhere to escalation procedures Assist with technical escalations for team members Monitor call queue and coordinate with support teams for resolution Follow security policies Administration 20% Participate in team and sector meetings Utilise ITSM tools to monitor incidents Ensure accurate incident records and documentation Update call management system Assist with SLA reporting What you’ll need 5+ years\’ experience in managing, maintaining, and troubleshooting large-scale hybrid environments 3+ years\’ experience with Microsoft Windows Server, Active Directory, Entra ID, VMware/Hyper-V SC clearance or willingness to obtain Understanding of ITIL Service Operations and support processes Excellent communication skills Self-motivated and able to work independently and in teams Flexible with changing requirements and priorities Technical qualifications: Microsoft Windows Server, VMware vSphere, Microsoft Azure Familiarity with PowerShell Experience in 3rd Line Support in complex environments Knowledge of supporting server infrastructure in hybrid environments Operational support experience for identity services and network services Problem-solving skills Active Directory and Entra ID expertise Management of Microsoft Windows Networking Services Experience with Anti-Virus management Advantageous: Azure Privileged Identity Management and Governance Windows Server Hybrid Administrator Certification (AZ-800 / AZ-801) Microsoft Identity and Access Administrator Certification (SC-300) Experience with converged technologies, virtualization About us We are a global company with over 20,000 employees, leading in digital transformation and IT strategy, delivering technology solutions worldwide across various industries. #J-18808-Ljbffr