Junior Third Line Analyst

**Description**

We are looking for a skilled technical engineer to remotely deliver 3rd line support and project services to multiple international customers, in line with contractual SLAs and KPIs.

This is an opportunity to work for a large international group that provides managed services to enterprise level customers across a wide range of industries and technologies.

**Responsibilities**

Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.

Work with incident management, other technical teams and the customer as required.

Understand SLAs in a production environment and proactively strive to meet the commitments.

Provide detailed and effective communication to internal teams and customers.

Follow through on issues with vendors for a timely resolution.

To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives and solution realization to all of Computacenter’s customers.

Develop and enhance cooperative interdepartmental relationships and communications throughout the company and with individuals external to the company

**Essential Knowledge/Skills**
- Minimum 6 years’ experience in a Wintel environment
- Minimum 4 years 2nd line experience
- Minimum 4 years advanced (Windows 2008 to Windows 2019) experience
- Minimum 4 years advanced vSphere 6.x or later experience
- Advanced Citrix XenApp 7.6 or Later experience
- Experience with Windows CAs, SSL certificates and Public Key Infrastructure
- Excellent understanding of IP addressing, subnets, routing, firewall behavior etc.
- Excellent skills in updating technical documentation
- Assertiveness in the face of the customer when needing to explain or defend a technical standpoint or approach

**Essential Qualifications**
- Microsoft Certified Solutions Expert (MCSE): Server Infrastructure 2016/2012
- VMware Certified Professional 6.5 - Data Center Virtualization

**Desirable Qualifications**
- ITIL v4 Foundation
- Citrix CCA-V or CCP-V

Behavioral** Characteristics or Competencies**_Professional / Cognitive skills_**

Strong written and oral communication in English is a must. Strong presentation skills are considered an asset

Strong and proven troubleshooting ability in a large scale, fast-paced operations environment

Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously

Ability to make timely and sound decisions under conditions of uncertainty and / or stress

Ability to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both Computacenter and its customer base

Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents

Ability to adjust plans to respond to changing business priorities

**_ People Skills_**

Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution

Effective and personable communication with customers and vendors to achieve desired results

Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team

Desire and drive to attain results and closure on issues even if faced with resistance & reluctance

Reliability and commitment to getting the job done (including after hours as required)

**Working Hours**

Cover core UK hours as required
Provide out of hours standby cover on a rotational basis
Work overtime when required and approved
Be willing to work some SA public holidays in return for overtime remuneration or time in lieu