3rd Line Support Analyst - £30 - £36,000 - Glasgow

Job Title: 3rd Line Support Analyst - £30 - £36,000 - Glasgow
Contract Type: Permanent
Location: Glasgow
Salary: £30000 - £36000 per annum, Benefits: flexible benefits package
Start Date: The client can wait for a notice period to be served
Reference: HW/16374
Contact Name: Hannah Watson
Contact Email:
Job Published: July 14, 2016 09:40

Job Description

3rd Line Support Analyst


Outstanding opportunity to join growing IT services business with strong client base and excellent opportunities for progression. You’ll be responsible for providing 3rd Line Support to a range of clients.


We’re looking an individual with skills in the following:

  • Microsoft Server 2003, 2008, 2012,Microsoft Active Directory, DNS, DHCP
  • Microsoft Exchange and Microsoft Hyper-V
  • VMware
  • Windows Server Clustering
  • Citrix / XenApp
  • Lotus Notes / Domino
  • Enterprise anti-virus and monitoring solutions
  • Enterprise backup solutions
  • Server and network attached storage solutions


Qualification/Certification requirements:

  • Accreditation in one or more relevant technology area (e.g. Windows Server, Active Directory, Exchange)
  • Experience of working in an operational service delivery environment or equivalent experience
  • Awareness of any structured Project Management methodology
  • Operational understanding of ITIL
  • Ability to systematically troubleshoot, research and diagnose root cause for an incident or problem
  • Experience of implementing and maintaining enterprise AD solutions to Microsoft best practice recommendations, including ongoing monitoring and improvements



  • Respond to server, network and web site alerts
  • Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts), logging call details onto call management systems and provide response escalation and resolution within SLA
  • Progress and close service calls to a satisfactory conclusion, log on the call management system
  • Proactively update customers with call status and resolution progress
  • Escalate potential service issues initially to designated escalation contact
  • Understand and comply with the particular bespoke contractual requirements
  • Maintain and update all service operational processes and procedures
  • Lead Windows responsibilities for client and Service Transition
  • Identify and escalate all service related risks and issues, and the impact
  • Contribute to major incident reports and route cause analysis, identifying opportunities for service improvements and implementing these where appropriate
  • Ensure timesheets are completed weekly with appropriate project codes
  • Develop tools and processes to monitor and report on supported services

Full details available upon application GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.

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