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Support Analyst - Level II Technical Support (Shift)
Middlesex, Staines, West London
£ Competitive Salary + Shift Allowance + Benefits
Whether they be ERP systems such as SAP, Messaging & Collaboration systems such as Microsoft Exchange, applications delivered by Citrix or those vital web applications that most businesses rely upon today our client is the company that can be trusted to run the critical systems that would bring down a business if they were not available. They are looking to recruit a Support Analyst, Level II.
The role:
1. Previous experience working within a telephone support environment
a. Use of call logging system
b. Adherence to Incident Management procedures
c. Communications with external Clients
d. Managing escalated incidents
2. Ability to adhere to procedures, clearly define and document procedures
3. Good problem management skills - specifically experience undertaking root cause analysis
4. Good general understanding of networks and security – with ability to troubleshoot
5. Good architectural understanding of web applications from a Client's perspective
6. Understanding of Capacity Planning
7. Experience of mentoring others in both technical and procedural practices
The person:
- Must have excellent customer service, communications skills, and experience of working in a dynamic team environment
- Experience of Microsoft Windows® 2000&3 Advanced Server, Windows 2000&3 Active Directory™ implementing clusters and Windows Load Balancing Services with Windows 2000&3, Internet Information Services 5.0 & 6.0, DNS troubleshooting, SQL server administration (SQL 2000 desirable), .NET products (App Centre/Commerce Server/CMS/.NET Framework desirable), Microsoft patching.
- Graduate or equivalent plus technical certifications (MCP, MCSE, HP, CISCO)
- Previous experience working within a support environment; Use of call logging system
- Experience of clustering and external storage (SAN) desirable
- Knowledge/Experience of back up strategies (Veritas products desirable)
- Supporting clients Web applications/infrastructures to provide high availability
- Have knowledge of appropriate technologies, configurations, and hardware components that are required for supporting a highly available physical network
- Good application knowledge and hardware troubleshooting skills
- Experience of documenting procedures and knowledge base documents
More company information:
Virtually all of today's successful organisations are underpinned by a platform of information and processing systems that would stop them dead if they were not working. These same systems that cost a fortune to establish cost an even greater amount to run. Nonetheless, they still often let the organisation down by either under performing or by not performing at all. The client operates and manages those systems to ensure that they are ‘Always On'.
They have a team of experts who manage and monitor these systems 24 hours a day, everyday and resolve problems; frequently before their clients are even aware of them. Our client is committed to operating the most ubiquitous business critical systems in industry today to ensure that they are ‘Always On'. Their aim is to provide unbeatable service to their clients, so they can concentrate on using IT to add strategic value to their business.
Additional Keywords:
Support Analyst, Level II, Level 2, Technical Support, IT Support, IT technical support analyst, IT Support Consultant, IT Support Analyst, Technical Support Analyst, Support Engineer, Technical Specialist, Technical Analyst, Desktop Support Analyst, System Analyst, Help Desk Support, Support Specialist, Helpdesk Analyst.
To apply for this role, please simply send your CV via the button shown. If your skills and experience meet with our client's requirements, they will be given full exposure to your details. Applicant details submitted will only be used in conjunction with this vacancy.
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