2nd Line Analyst - Infrastructure

Join our collaborative 2nd Line Command Support team, working with colleagues across support functions, including 3rd Line specialists, to resolve incidents and implement infrastructure changes. You will support customer estates across a broad range of technologies while continuing to develop your technical expertise and improve the customer experience., Please note that applicants must either have UK Security Clearance or be eligible for it to be considered for this vacancy.

The role is also full time in our offices so please bear this in mind when applying.

• Resolve incidents and fulfil service requests within SLA targets, providing excellent customer service.
• Manage tickets so incidents, requests and problems are progressed within agreed time frames.
• Support other 2nd Line Analysts with technical escalations and efficient service delivery.
• Collaborate across teams on problem-solving and project work.
• Support infrastructure changes, helping to minimise disruption.
• At least three years of experience in 2nd Line infrastructure support, ideally with hands‑on experience in resolving server‑related incidents.
• Strong problem‑solving abilities, with the ability to stay calm and efficient in a high‑pressure environment.
• Excellent organisational and communication skills, capable of collaborating across teams and addressing service issues in a methodical and efficient manner.

Strong technical skills in the following areas:

• Microsoft Teams
• Microsoft Exhange
• Microsoft Defender (Mail Hygiene)
• Microsoft One Drive for Business
• Microsoft Share Point
• Power Shell
• AvePoint Cloud Backup
• Antivirus Solutions:
  Symantec Endpoint Protection, McAfee, Microsoft Defender
• Cloud Fundamentals:
  Microsoft Azure, Amazon Web Services (AWS)
• Directory Services:
  Active Directory Domain Services, Entra
• Ivanti UWM:
  Environment Manager, Application Control, Performance Manager
• Monitoring Tools:
  Science Logic, SCOM
• Networking Fundamentals: DNS, DHCP, TCP/IP
• Policy Management:
  Group Policy, Intune Policy
• Quest:
  Active Roles, Recovery Manager.
• Server Fundamentals: OS troubleshooting, Permissions, PKI.

Technical skills and exposure in some or all of the following areas would be advantageous:

• Microsoft Intune.
• Microsoft Power Platform.
• Microsoft Purview.
• SQL.
• Networks.
• Wintel.
• Messaging.

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We're a place where you can belong With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong. You'll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier-free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you'll be guaranteed an interview, and we're happy to support any reasonable adjustments.