3rd Line Technical Analyst

3rd Line Technical Analyst

Location: Borehamwood, WD6 1JD.
Salary: £45,000 - £55,000 DOE plus benefits (detailed below).
Contract: Full time, permanent.
Benefits: 20 days holiday plus bank holidays, Bupa Cash plan with EAP support after 1 month service, 4% Pension contribution (matched by employee), Stock options after 1 years’ service, Private Health Insurance after 2 years’ service

About Us:
 
Chalkline are a Microsoft Solutions Partner in Modern Work & Infrastructure Azure with an Advanced Specialisation in Azure Virtual Desktop.

We are heavily customer & employee focussed and are dedicated to providing the best client experience and enjoying the journey.

We will help you further your career and develop your skills through experience and training. We have extremely high standards in everything we do and place importance on continued technical development achieved through Microsoft accreditations.

As a 3rd Line Technical Analyst you will be working directly with our clients on the latest technologies including Microsoft 365, Azure, Intune, Windows, macOS, server management tools and networking projects.

A long with this, you will be responsible for:

•  Technical escalation points for the 2nd and 1st line teams
•  Ensuring you have a quality working relationship with end users.
•  Liaising with the customer for all queries with their requirements.
•  Ensure all cases/project sheets you own are updated daily.
•  Providing a point of contact for the end users that a project is being actioned.
•  Establishing and maintaining high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
•  Monitoring support queues.
•  Assisting with pre-sales meetings/workshops along with any follow up documentation.
•  Internal IT – managing domain, servers, PC builds, software deployment etc  
•  Assisting with research and development of products (new and old)  
•  Working with Professional Services & Managed Services colleagues, mentor apprentices and be able to work alone to turn around all bench work.
•  Participating in the development of processes and actively identify areas of improvement.
•  Remaining available to go onsite whether pre-arranged or emergency call out.
•  Assisting and train/mentor with the physical deployment of hardware into an environment.
•  Assisting with software installations as required.
•  Be aware of new technologies and products in the industry.
•  Undertaking and passing any required examinations for your personal development.
•  Supervising the team to ensure the work is being carried out to a high standard and be on-hand to support team members in their work.

To be successful in this role, you must possess:

•  3-5 years’ experience and demonstrate support knowledge to a 3rd line level of the following technologies:
Microsoft 365
Microsoft Azure
Microsoft Entra
Intune
Windows Server (2016 / 2019 / 2022)
Active Directory  
Windows networking  
Basic routing, switching and Firewall rules
Printer troubleshooting

Technical benefits we offer in return:

•  Opportunities to develop, alongside training budgets
•  £500 uplift to base salary for passing Microsoft Certification (aligned to Microsoft Solutions)
•  Exam preparation study time  
•  ‘Thanks’ CSAT Amazon vouchers

Free parking and much more!