Infrastructure Services Analyst (3rd Line Support)

Infrastructure Services Analyst (3rd Line Support)
Yorkshire / Remote
30-35k Base + Great Benefits
  
Our firmly established, award-winning and highly regarded IT Services client has an exciting opening for an experienced Infrastructure Services Analyst (3rd Line Support) to play a key role in providing in-depth technical support across various clients' Intune and SCCM instances, including proactive health checks, compliance, configuration policies, autopilot, and application packaging. The role may also require support for the broader Microsoft stack, VMware, networking, various firewall, storage, and backup vendors. Remote based in Yorkshire with office attendance required 2-4 days per month.
  
Infrastructure Services Analyst duties:  

• Provide 3rd line support to customers, resolving complex technical issues related to their Intune tenants.
• Perform regular patching, monitoring, and maintenance activities to ensure the stability and security of client systems.
• Collaborate with team members and customers to troubleshoot and diagnose issues promptly, ensuring timely resolution.
• Work primarily with Microsoft’s Modern Endpoint management solutions and occasionally with other technologies including VMware, firewall vendors, storage vendors, backup vendors, and networking equipment.
• Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
• Participate in a shift rota during core business hours (Monday to Friday, 08:00 – 18:00) and an on-call rotation to provide out-of-hours support.
• Provide excellent customer service via telephone, ticketing system, email, and face-to-face interactions.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution

Infrastructure Services Analyst qualifications, experience and traits:  

• Minimum 2 years experience in an IT infrastructure support or similar role.
• Broad and up-to-date technical knowledge of key vendor products, especially Microsoft Intune and SCCM.
• Strong understanding of ITIL principles.
• Ability to prioritise work, with minimal supervision, ensuring deadlines are met.
• Excellent customer service skills, problem-solving abilities, and attention to detail.
• Strong communication and interpersonal skills, with the ability to collaborate with other teams and departments.
• Commitment to ongoing professional development and staying up-to-date with the latest IT industry trends.
• Industry certifications (e.g., Microsoft Certified, VMware Certified) are a plus

Infrastructure Services Analyst rewards:  

• 30-35k salary
• Remote working
• Monthly get-togethers
• High-quality tech
• Career growth

Certus Recruitment Group is a well-established and experienced specialist consultancy providing sales, marketing, and IT recruitment services. We serve the technology sector across the UK, Europe, North America, and Australia.
  
If you are ready to take your career to the next level and make a significant impact, apply now!