Technical Analyst

Open to Philippine-based applications only

Shift: Friday-Monday Night Shift 8pm – 8am UK Time

Work set-up: Fully-remote

This role will be with our UK-based MSP client and includes some client-facing activities. The primary focus will be to cover the Service Desk, handling any incoming phone calls and alerts. You will also be performing scheduled patching on Windows servers for customers.

The role requires problem solving capabilities for alerts from infrastructure monitoring during the UK night shifts from Friday - Monday. This 1st / 2nd line role will require the individual to apply judgement calls to newly logged high priority tickets, work to resolution where possible and escalate to vendor or internal On-Call resource where resolution is not possible without assistance.

Key Responsibilities

• Ensure SLAs and KPIs are achieved by taking ownership and responsibility for cases that come into the SMC in a 24x7 support environment

• Monitor queues for incoming alerts and incidents

• Answer incoming calls to the Service Desk and log tickets within the system

• Adhere to patching schedule and complete patching requirements during your shift

• Logging your time into our ITSM system

• Use all available tools to ensure speedy resolution of client issues

• Manage escalations to (and work with) vendors

• Clear and concise case updates and note taking

• Investigation into client raised issues for suggested resolution steps

• Participate in the various roles needed during client facing escalations and in post incident reviews / lessons learnt activities

• Creation of configuration documentation / patching guides / knowledge base articles

Mandatory experience

• Windows Server Patching

• Active Directory

• Azure Entra ID

• Windows Server Admin

• M365

• Teams

• Microsoft Endpoint Manager (Microsoft Intune)

• Azure IaaS (RI, HUB)

Nice to have:

• Exchange Server Admin (2016 or later)

• Arctera Enterprise Vault

• Microsoft Defender for Endpoint

• Microsoft Information Protection

• SharePoint Online

• Azure Virtual Desktop

• SCCM

• Mimecast

• VMWare

• LogicMonitor