3rd Line Support Analyst - Wintel/Active Directory (SC Cleared)

A leading Independent IT Infrastructure and Services Consultancy is seeking an experienced 3rd Line Support Analyst with SC clearance.

This role will be primarily focused on project delivery to support 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.

3-Month rolling contract
Active SC or DV Clearance Required
Nottingham, Milton Keynes, or Hatfield based - hybrid work pattern available

Experience Required
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 socialise ideas, make recommendations and gather team consensus to move forward
Excellent communication, writing, meeting facilitation skills
Technical qualifications, ie Microsoft Windows Server, Vmware Sphere, Microsoft Azure Services
Familiarity with PowerShell to accomplish tasks and provide reporting

Desirable
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
EntraID 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

Responsibilities
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 the call queue and follow up with specialist support teams for resolution.
Adhere to customer 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

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