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3rd Line Support Analyst - IT Managed Service Provider

Location London, United Kingdom
Posted 13-September-2021

3rd Line Support Analyst - IT Managed Services - Central London

3rd Line Support Analyst required by an exceptionally high-calibre and growing IT Managed Service Provider (MSP) in Central London.

Our client provides managed cloud, managed support, managed security, business continuity and consultancy specialist services to Law Firms; they have plans to become the leading MSP to law firms across the UK and Irish legal sector.

The role will require you to provide an exceptionally high level of IT support for numerous legal clients across the business.

Youll be based at the main HQ in Central London and also have some flexibility to work from home.

Working alongside the Service Desk Manager and 3rd Line team, youll be responsible for ensuring that escalations are dealt with, and SLAs are being adhered too whilst providing an exceptional level of customer service at all times.


-Provide 3rd line support

-Support the 1st and 2nd line team to resolve issues and act as the escalation point

-Participate as project resource as and when required

-Be a part of the on-call rota (there is an additional on-call allowance) and flexible during busy period


-Previous experience working within a managed services environment or the legal sector

-Experience supporting 3rd Line, or 2nd Line with some exposure to 3rd Line/project work

-Possess a calm and methodical approach and be able to perform in a high pressured situation

-Technical requirements:

-Office 365

-Windows Server 2008 R2 / 2012 R2/2016, Windows 7/8/10

-Active Directory / MS Exchange / Skype for Business

-Microsoft SQL

-Citrix (Netscaler, XenDesktop, XenServer)

-Mimecast / MessageLabs

-Strong networking knowledge (LAN, vLAN, WAN technologies)

-Dell Server and SAN Hardware

-HyperV / XenServer

-HP Switch technology

-SonicWALL Firewall and Secure Remote Access appliances

-Proactive server monitoring and patch management


-Good knowledge of GPO deployment and configuration

-Any experience with legal sector applications will be highly favoured

Competitive salary on offer, up to 45,000 PA plus numerous benefits (genuine and clear career progression), fantastic and diverse working environment.

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