Second Level Analyst

This position is ONLY open to US citizens or permanent residents (i.e green card holder).

About the role

The Second Level Analyst will provide excellent customer service and high-quality technical support. They must be well organized, self-motivated, punctual, and flexible in their approach to work. He or she must also be able to prioritize a variable workload and know when to escalate a problem appropriately. They will be required to communicate effectively with pressurized users at all levels, often whilst under pressure themselves. Whilst demonstrating that they are an excellent team player the candidate will have a solid background working within a busy team. The position provides exposure to a broad range of IT related projects and activities. As part of the team you will also can help improve the firm’s systems, procedures and knowledge base by contributing and collaborating.

What you'll be doing

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Troubleshoot desktop / Laptop hardware and software issues
• Ensuring that a high level of customer service and support is provided
• Providing assistance and support to colleagues in IT related matters
• Providing assistance as required to the IT senior manager
• Escalating problems where necessary to management or third-party suppliers
• Undertaking small to medium-sized IT projects as instructed by the IT senior manager
• Performing miscellaneous job-related duties as assigned by the IT senior manager
• Performing basic administrative support duties, as required, to meet specific operational objectives
• Diagnosing and resolving technical issues on your own and as part of a team
• Assist with troubleshooting and resolving infrastructure issues
• Handling escalated calls from first/second line members
• Provide support to users via telephone, email and remote control
• Confident, clear and professional telephone manner
• Log calls via the helpdesk call logging software
• Excellent written and verbal communication skills
• Keeping documentation up-to-date
• Liaising with 3rd parties and suppliers
• Administration support via Active Directory
• Following processes and procedures
• Carrying out daily check on firms infrastructure systems
• Flexible rota — out of hours cover on weekends
• Embrace and support Computacenter’s mission and core values.
• Provide training and coaching

What you have

• Legally eligible to work in the United States.
• If required, US citizenship or lawful permanent residency
• Strong knowledge of Microsoft Windows
• Strong knowledge of Microsoft Office or Business Office Applications
• Good knowledge of Microsoft Windows Servers
• Good knowledge of Citrix 
• Knowledge of Printers 
• Knowledge of Email Functionality – Mobile and Application Based
• Knowledge of Mobile Device Operating Systems (ex:  Android/Apple)
• Knowledge and understanding of TCP/IP, DNS, DHCP, Active Directory
• Experience of working with Virtual Desktops:  Troubleshooting/Use/Diagnosing
• Beneficial but not essential, knowledge of Contact Center Systems: (Ex:  Contact Pro, Avaya, Genesys)
• Google Suite preferred 
• BMC Helix ITSM tool

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us