Job vacancy - 2nd Line Support Analyst

Position: 2nd Line Support Analyst
Reference: acsIsna
Location: Chatham
Salary: £24,000 - £28,000 per annum
GO BACK

Job Title: 2nd Line Support Analyst

As a 2nd Line Support Analyst the candidate must demonstrate understanding of incident, change, problem and request management practices. The individual will work with multiple teams to resolve incidents in the production systems. The individual must possess interpersonal and relationship skills necessary to work with a diverse team of users and engineers.

Main Responsibilities:-

  • Be responsible for answering escalated support tickets and requests as they come into our ticketing system during contracted hours of work, including some weekends and shifts outside of core office hours.
  • Undertaking some troubleshooting against known issues before handing the issue over to a technical expert.
  • Managing escalations to our Solutions Centre (3rd line) for unresolvable issues.
  • Responsibility for proactive monitoring and fault finding on network equipment on all customers' fleets.
  • Interaction with customers to facilitate field engineer tasks.
  • Be responsible for answering incoming Support Desk phone calls when overflowing from the 1st line team when logged into the phone system.
  • Assisting with software testing and deployment of new firmware releases.
  • Assisting in the building and testing of hardware being released to customers.

Skills & Experience:

  • Working knowledge of Network architecture (TCP/IP, WiFi).
  • In-depth knowledge of Linux fundamentals, file systems and networking.
  • Knowledge of network and networking fundamentals - LAN, WLAN, TCP/IP and other industry standards.
  • Intermediate to Advanced data analysis skills utilising MS Excel / Google Sheets.
  • At least one year's experience working in a Support Desk/1st line role.

ACS are recruiting for a 2nd Line Support Analyst. If you feel that you have the skills and experience required in this advertisement to be a 2nd Line Support Analyst, please submit your CV including an outline of your experience as a 2nd Line Support Analyst. It is always a good idea to include a covering letter outlining your experience as a 2nd Line Support Analyst with your application as this will enhance your chances of selection and improve your prospects of landing the 2nd Line Support Analyst role you desire.