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1st/2nd line IT Support Analyst
Category: Cardiff (Permanent)
Location: Cardiff (South West)
Date Posted: 03/07/2019 11:53:00

Contact: Steve Williams

Salary: 25-32k

An exciting new opportunity has arisen for an ambitious, hardworking 1st/2nd line support analyst to join this established MSP client based in Cardiff. This is a key role within the business and has a variety of responsibilities. In the first instance it is to provide 1st level technical support to customers with Microsoft and Wintel environments as part of their IT Managed Services agreements. This includes being the 1st responder to a customer request for support and providing incident management services as well as technical support. This is a customer facing role the primary objective of which is to use all available tools and management processes to maintain the availability of systems and applications on behalf of the customer.

Key Skills
• 2 years of Microsoft technical support.
• 2 years of VMware technical support would be an advantage but not essential.
• 2 years of Veeam technical support would be an advantage but not essential.
• Knowledge of Cisco network environments would be a benefit.
• Knowledge or ability of Public Cloud Services (EG: MS Azure, AWS).
• Commercially astute.
• Demonstrable professional approach to relationship building.
• Team player.
Role Specific Responsibilities
• 1st Line Responder to customer incidents or change requests.
• 1st Line Technical Support.
• Daily system checks and responding to system alerts.
• Management of the Service Desk tools.
• Escalating to 2nd Level support and managing customer expectations.
• Assisting with Service Reports.
• Working closely with Meridian IT Operation and Technical Consultants.
Personnel Skills
• Good written and verbal communication skills.
• Good organisational and problem-solving skills.
• Demonstrate a high level of independent judgment and initiative.
• Be totally self-motivated and self-managed.

Preferred Experience
• VMWare
• Veeam
• Cisco

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