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- Tasks: Join our team as a 3rd Line Support Analyst, tackling incident management and technical escalations.
- Company: We're a global leader in digital transformation, with over 20,000 employees delivering tech solutions worldwide.
- Benefits: Enjoy competitive salary, on-call pay, overtime, and flexible benefits in a full-time office role.
- Why this job: Be part of a dynamic team, enhance your skills, and make a real impact in IT support.
- Qualifications: 5+ years in hybrid environments, 3+ years with Windows Server and Active Directory, SC clearance preferred.
- Other info: Locations include Nottingham, Hatfield, or Milton Keynes; must be willing to obtain SC clearance.
The predicted salary is between 36000 - 60000 £ per year.
Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes
Contract type: Standard
Business Unit: Information Technology
Life on the team
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
- 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.
3rd Line Support - Wintel AD employer: Computacenter AG & Co. oHG
Contact Detail:
Computacenter AG & Co. oHG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support - Wintel AD
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Server and Active Directory. Having hands-on experience or relevant projects to discuss can really set you apart during interviews.
✨Tip Number 2
Brush up on your ITIL Service Operations knowledge. Understanding these processes will not only help you in the role but also demonstrate your commitment to best practices in IT support.
✨Tip Number 3
Prepare for scenario-based questions that focus on incident management and problem-solving. Think of examples from your past experiences where you successfully resolved complex issues or improved service delivery.
✨Tip Number 4
Show your willingness to obtain SC clearance if you don't already have it. This demonstrates your commitment to the role and your understanding of the security requirements involved in working with sensitive information.
We think you need these skills to ace 3rd Line Support - Wintel AD
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing and troubleshooting large-scale hybrid environments, particularly with Microsoft Windows Server and Active Directory. Use specific examples to demonstrate your skills.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the role, such as incident management and call resolution. Mention your experience with ITIL processes and how you can contribute to meeting SLA targets.
Highlight Technical Skills: Clearly list your technical qualifications, including any certifications like Windows Server Hybrid Administrator or Microsoft Identity and Access Administrator. Emphasise your familiarity with PowerShell and experience in 3rd Line Support.
Showcase Soft Skills: In your application, don't forget to mention your excellent communication skills and ability to work both independently and in teams. Provide examples of how you've adapted to changing requirements in previous roles.
How to prepare for a job interview at Computacenter AG & Co. oHG
✨Showcase Your Technical Expertise
Make sure to highlight your experience with Microsoft Windows Server, Active Directory, and VMware/Hyper-V during the interview. Be prepared to discuss specific scenarios where you've successfully managed or troubleshot issues in large-scale hybrid environments.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've approached complex problems in previous roles. Discuss your thought process and the steps you took to resolve incidents, as this will showcase your analytical skills and ability to work under pressure.
✨Understand ITIL Framework
Familiarise yourself with ITIL Service Operations and support processes, as this knowledge is crucial for the role. Be ready to explain how you've applied ITIL principles in your past experiences, particularly in incident management and service delivery.
✨Communicate Effectively
Since excellent communication skills are essential for this position, practice articulating your thoughts clearly and concisely. Be prepared to discuss how you’ve collaborated with team members and other departments to achieve common goals.
