2nd Line Analyst – Infrastructure

Overview

In this role you will resolve incidents and fulfil service requests for a broad customer estate, operating within SLAs. You will work in a collaborative 2nd Line team, escalating where needed and supporting infrastructure changes to minimise disruption. You’ll interact with cross-functional teams to solve problems and improve the customer experience, while developing technical expertise across a range of technologies. This is a customer-focused, incident-driven role in a large IT services environment with a clear path to greater responsibility and security clearance. You will contribute to a stable, compliant IT posture while advancing your technical and service-delivery skills.

Pay / Benefits

• guaranteed interview scheme for disabled candidates
• inclusive culture and opportunities for growth

Responsibilities

• Resolve incidents and service requests within SLA targets with strong customer service
• Manage ticket lifecycles to ensure timely progression of incidents, requests and problems
• Provide technical escalation support to other 2nd Line Analysts and ensure efficient service delivery
• Collaborate across teams on problem-solving and project work
• Support infrastructure changes while minimising disruption

Key requirements

• At least three years of 2nd Line infrastructure support experience with hands-on server-related incident resolution
• Strong problem-solving abilities and ability to remain calm under pressure
• Excellent organisational and communication skills with cross-team collaboration
• Solid technical capabilities across listed Microsoft technologies, cloud fundamentals, directory services, and monitoring tools

• calm under pressure
• collaboration across teams
• methodical and efficient issue handling
• Microsoft Teams
• Microsoft Exchange
• Microsoft Defender (Mail Hygiene)

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