3rd Line Support Analyst - MECM / Intune

Computacenter (UK) Ltd • Milton Keynes

Milton Keynes

214467-en_GB

Life on the team

Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes

3rd Line Support Analyst – MECM / Intune

Competitive Salary + overtime + comprehensive and flexible benefits

This role requires Enhanced SC Clearance, or willingness to undertake

A fantastic opportunity has arisen for a 3rd Line Support Analyst to join our support team based at one of our delivery locations (Nottingham, Hatfield or Milton Keynes)

The successful candidate will join our shared delivery team supporting multiple customers, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests.

The role will focus on incidents, requests and project work, ensuring SLA’s are met.

What you’ll do

Technical 80%

  • Call and incident Management
  • Respond to service calls and resolve incidents to ensure SLA targets are achieved
  • Adhere to vendor escalation procedures (Microsoft, Nexthink)
  • Deliver and support a framework of best practice, housekeeping and maintenance for the MECM / Intune toolsets across multiple customer environments
  • Assist with technical escalations for other team members
  • Monitor call queue and follow up with specialist support teams for resolution
  • Overtime may be required on an ad hoc basis to support the incident, change, toolset upgrades, problem resolution processes
  • Provide support for new business and acceptance into service
  • Adhere to customer’s and Computacenter’s Security Policies

Administration 20%

  • Participate in team meetings
  • Pro-actively share technical knowledge and advice with colleagues
  • Maintain all administrative documentation as requested
  • Utilize the relevant ITSM / ServiceNow tool suite to monitor progress of all incidents, changes
  • Ensure accurate completion of all incident records and associated paperwork
  • Monitor and update the call management system as required
  • Assist with SLA reporting

What you’ll need

  • This role requires Enhanced SC Clearance, or willingness to undertake
  • 3+ years' experience managing, maintaining, configuring and troubleshooting large scale MECM / Intune environments
  • Working knowledge of Build, Patch, Apps pack processes within MECM / Intune – including troubleshooting
  • Housekeeping and maintenance of application content and RBAC
  • Experience of external tool integrations e.g. WSUS, PXE
  • In-depth experience with Microsoft Windows Server Operating Systems, Windows Active Directory and Entra ID
  • Has a good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role
  • Able to communicate clearly with peers as well as management
  • Self-driven and resourceful to achieve goals independently as well as work well in groups
  • Flexibility to adjust to changing requirements, schedules and priorities
  • The ability to socialize ideas, make recommendations and gather team consensus to move forward
  • Excellent communication, writing, meeting facilitation skills
  • Familiarity of PowerShell / SQL to accomplish tasks and provide reporting

Desired:

  • In depth experience in a 3rd Line Support capacity, with demonstrable experience of resolving incidents in complex environments
  • Expert understanding of supporting MECM / Intune environments
  • Accurate and logical problem solving skills
  • Ability and desire to excel in a team environment
  • Microsoft 365 Certifications

Why you should choose us

Open communication

Despite our size, we’re an open organisation that doesn’t hide behind hierarchy. We communicate regularly, openly and directly. For us, it’s about being straightforward, delivering and doing the right thing. Essentially, we’re people dealing with people.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme, Wellbeing Champions, Mental Health First Aiders, Access to Work scheme, and more.

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Pension and financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? We offer auto-enrolment onto our pension scheme, a Sharesave/SAYE scheme and more besides.

Flexible benefits

Do you fancy a new bicycle? Want to work-out at the gym? Or do you prefer to get-away from it all? With our voluntary flexible benefits platform, ‘My Benefits’, you can. Achieve savings with our Cycle2Work, GymFlex, Travel Insurance benefits and loads more.

You belong

You belong

At Computacenter, we celebrate difference and it’s important to us that we have a working culture where you can be free to be yourself; in an environment where you feel valued, respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access to opportunities for everyone. Your application is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

We are proud to be a Disability Confident Employer, a government scheme that helps employers attract, recruit, and retain disabled staff. We welcome applications from disabled people and accept applications in alternative formats – and guarantee to interview applicants who have a disability.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

Winning Together

We are an award-winning employer!

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Meet your recruiter
Michael Richards

Michael Richards