2nd and 3rd Line Technical Support Analyst   Our client is a successful boutique IT network support company based near London Bridge.   The Client is seeking to recruit a seasoned IT Network Specialist to support their growing list of Clients.  You will be an excellent communicator with the ability to explain technical issues in a customer friendly way, be confident in speaking to customers both in person and over the telephone and be capable of building relationships with customers at all levels.   W ill have experience and a good understanding of the support helpdesk environment.   Have a systematic, logical approach to solving problems and to documenting their resolution.   W ill understand that the sharing of knowledge is paramount to the successful growth of the business. Always remain focussed when under pressure and juggling demands, show great initiative and have a positive attitude towards teamwork and the achievement of Team Goals.   Experience / Qualifications     The ideal candidate for this position will have at least 5 to 10 years experience of working for an IT managed services provider. They will have provided remote and deskside support for multiple clients in a helpdesk environment and have a working knowledge of ITIL.   They will be an experienced user of a range of tools and techniques which make support more efficient. For example, using monitoring and helpdesk software, remote support tools and being comfortable using the command line to troubleshoot and change settings. The candidate will demonstrate a proven level of technical knowledge. While Microsoft qualifications are not essential, these would be a strong advantage.     Key Skills The successful candidate will have a strong background in the Microsoft Windows Server suite of products, including administration, architecture, design and implementation.   They will have good knowledge of TCP/IP, LAN and WAN infrastructures; knowledge of security infrastructure components, including experience in implementation and management and a successful track record of managing infrastructure services such as Active Directory, DNS,DHCP and Terminal Services. The successful candidate will have the following:   Essential; Extensive knowledge of Microsoft based OS Severs – Windows Server 2000, 2003, 2008, SBS Desktops – XP, Vista, Windows 7   Systems Administration, Active Directory Administration able to create users, design & maintain group policies, distribution & security groups   Microsoft Exchange 2003/7 able to administer permissions, setup calendar sharing, delegation, etc   Outlook able to support users of installed and web based outlook clients be confident with RPC and mobile device integration   Microsoft Office XP to 2010 – (word, excel, powerpoint, access) able to provide user support to advanced level. E.g.mail merges and macros. be familiar with ODBC and sharing data between applications.   PC & Server hardware and build have hands on experience of set-up and configuration from base build including RAID controllers and mirrored drives Be familiar with Disk Imaging Utilities/Methodologies and have taken a lead role in deployment of devices using these techniques   Network hardware infrastructure and TCP/IP Managed Switches (HP, Netgear) – able to troubleshoot problems, Configure QoS & VLANs Firewalls / Routers (Watchguard, SonicWall) – able to troubleshoot problems, Configure QoS, manage access control lists, load balancing, failover, set up and support VPN Wireless Access Points (SonicWall, CISCO) – able to troubleshoot problems, install and configure Installation of structured cabling – experience of making up and crimping cables, patch termination and patch management   The ideal individual will have an understanding of programming be able to write script using VB and Basic and apply this to creating login scripts or batch files to automate procedures   Must be able to use the Command Line and be able to use command line tools to troubleshoot connectivity issues and connect to / test network services   Printers, Viruses and Malware   Desirable; Knowledge in the following areas would be an advantage but is not essential: Linux based systems Mac OSx and Office for Mac and Mac software packages.   Experience of SQL server installation, administration and querying databases Understanding of VOIP systems and configuration   Essential duties / responsibilities Initial call handling – It is important that the candidate enjoys answering the phone to clients with queries and does not see this as a chore.   All calls will be logged into our ticketing system and where necessary the candidate will find out further information to fully understand the nature of the call.   Where possible the problem will be resolved immediately. Where this is not possible, the ticket will be scheduled to be worked on by the appropriate team member.   Scheduled Preventative maintenance will be undertaken each day, week, month as appropriate. This includes items such as reviewing backup logs, patch management, etc. The candidate will be capable of resolving the majority of support issues without the need to refer cases to our Senior Engineer. All work done and time taken will be recorded in our ticketing system on a daily basis.   At this stage there will be no team management responsibility. However, the right candidate could find themselves co-ordinating the support team as the business grows   This is 12 month contract based near London Bridge.   The rate is negotiable.   Please forward your CV to cv@nexusjobs.com urgently in MS Word format.