Senior 2nd Line Support Analyst

Summary about this job

Detail information about job Senior 2nd Line Support Analyst. Terms and conditions vacancy

Senior 2nd Line Support Analyst

This role is for a 2nd / 3rd line support engineer. We are looking for someone who is at the top of their game in Desktop support and who has some Server support experience and who is looking to take their career to the next level. The role requires you to do desktop support and handle Service Desk calls for 24x7 desktop support desk, but when there are no desktop issues to work on you will be working with the 3rd line server team on Server monitor, troubleshooting/resolution and service improvement.

We would call this a 2.5 support role as it is a great opportunity for a smart and ambitious individual to make the advance from 2nd line support into 3rd line support.

The 3rd line server support team are accountable for the high level of customer service and client satisfaction within the Service Desk and Server Support environments. This role must ensure systems are monitored, SLA’s are met and the individual must proactively manage and prioritise their workload and develop a positive working relationship with CORE customers and staff. You must be able to work on your own as well as in a team (physical and remote) and you will need to be self-motivated. We are looking for someone who wants to learn and advance their knowledge and career in IT, not just someone looking to fill a desk space.

Responsibilities include:

• Provision of 2nd line support service for software and hardware Incidents and Service Requests
• Installation of hardware & software and the provision and support of mobile devices. (Laptops & Phones)
• Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities
• Assisting in the documentation of our services as appropriate
• Identification of service improvement opportunities
• Project delivery support
• 3rd line server monitoring and proactive problem investigation
• Creation of incident fixes for servers and application of fixes during Server Down Time windows
• Working on service improvement plans during Server Down Time windows

Essential skills\qualifications\experience

• Experience working in an IT Service Desk environment
• Proven software\hardware troubleshooting skills
• PC\Desktop Support knowledge including Windows OS (8.1 & 10), MS Office 2016
• An ability to take a methodical approach to service issues
• Able to work both on own initiative and as part of a team
• Ability to work under pressure to meet SLA's and remain calm in stressful situations
• Ability to follow processes and procedures
• Ability to write new processes, procedures and Service Desk Knowledgebase articles
• Ability to prioritise tasks and calls with server incidents
• A willingness to learn and develop new skills. Core provide excellent web based and certified training and use the latest (predominantly) Microsoft technologies that are commensurate with being a Microsoft Platinum Partner
• A proven track record of providing high level customer satisfaction and improvement initiatives
• Work on a shift pattern. 4 days on, 4 days off rotation. Shifts will be 6:00 to 17:30 (Winter) 7:00 to 18:30 (Summer) with 1 hour of breaks during the shift.

Desirable skills\qualification\experience required

• Microsoft certification in Windows 10 / Windows Server 2016  (MCSE/MCSA/MCP's)
• Office 365
• SharePoint
• PowerShell Scripting
• Microsoft Azure
• Microsoft Intune / System Centre Configuration Manager
• Routers, printers, laptops, firewalls and switches
• Working knowledge of a service desk toolset (ManageEngine etc)
• Working knowledge of a server monitoring toolset (LogicMonitor, SolarWinds etc)
• ITIL v3 Foundation certification

Benefits of working with Core

In return you will receive:

• A competitive salary ($65,000 / yr + Pension 9.5%)
• The opportunity to learn and receive paid for training and exams in current technologies
• A structured career path that maps out training\exams and KPIs to advance into 3rd line support. You will have quarterly reviews to track your progress in the HR system so you can advance as slow or fast as you want through the KPI list to qualify for a 3rd line role.

About Core

Core Technology Systems (Australia) are a subsidiary of Core Technology Systems (UK). Core have offices in England, Ireland, Poland, Turkey, India and now Australia. We are opening a new office in Brisbane (Murrarie/Morningside area) to expand our 24x7 Service Desk into a true follow the sun model to complement the other support office locations.

The Australian office will quickly expand so the shift patterns will become more flexible as the office staffing increases. Initial shifts will be 6:00 to 17:30 (Winter) 7:00 to 18:30 (Summer) to support the overnight times from the UK. These will change as we take on Australian based client and build a day rota shift pattern in Brisbane to support day time clients on Australian/Sydney time zones.