DV Cleared Wintel 3rd Line Analyst - Derby - Contract - £350 per day Umbrella

We are recruiting for a DV Cleared 3rd Line Support Analyst - Wintel/Active Directory on contract to be based in Derby for our Defence client.

Must be DV Cleared

The successful candidate will join an existing delivery team supporting a single customer, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests. However we expect this role will be primarily focused on project delivery.

Technical 80%

• Call and incident Management
• Respond to service calls and resolve incidents to ensure SLA targets are achieved
• Increase the First Time Fix rate
• Adhere to escalation procedures
• Assist with technical escalations for other team members
• Monitor call queue and follow up with specialist support teams for resolution
• Adhere to customer's and Computacenter's Security Policies

Administration 20%

• Participate in team and sector meetings
• Utilise the relevant ITSM tool suite to monitor progress of all incidents
• Ensure accurate completion of all incident records and associated paperwork
• Monitor and update the call management system as required
• Assist with SLA reporting

What you'll need?

• 5+ years' experience managing, maintaining, configuring and troubleshooting large scale hybrid environments
• 3+ years' experience with Microsoft Windows Server Operating Systems, Windows Active Directory and Entra ID, VMware/Hyper-V
• Currently holds SC or above clearance level.
• Has a good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role
• Able to communicate clearly with peers as well as management
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Flexibility to adjust to changing requirements, schedules and priorities
• The ability to socialize ideas, make recommendations and gather team consensus to move forward
• Excellent communication, writing, meeting facilitation skills
• Technical qualifications, ie Microsoft Windows Server, Vmware Vsphere, Microsoft Azure Services
• Familiarity of PowerShell to accomplish tasks and provide reporting

Desired:

• In depth experience in a 3nd Line Support capacity, with demonstrable experience of resolving incidents in complex environments
• Good understanding of supporting server infrastructure within a hybrid ( multi-platform ) environment
• Management of Microsoft Windows Server within a hybrid environment
• Expert in providing operational support for identity services including Authentication, Authorization, Access, Federation
• Accurate and logical problem solving skills
• Ability and desire to excel in a team environment
• Active Directory deployment/configuration/troubleshooting skills, including Group Policy
• Entra ID authentication service and access control including conditional access policies/enterprise application deployment
• Supporting Microsoft Windows Networking Services such as DNS/DHCP
• Managing Anti-Virus services and reporting