2nd Line Support - London

Our client is a managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance. They are also a Microsoft Solutions Partner, and have an Investors in People Gold accreditation. This is an exciting opportunity to be part of a successful and leading MSP. Role 1 - 2nd Line Support We are currently looking for an experienced helpdesk engineer to join our expanding service desk team. The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career. Essential Experience MSP background preferable 2-3 years proven experience in an IT support role (1st/2nd line) Experience of working to an ITIL framework in a service desk capacity Microsoft Windows Server 2016 – 2022 Microsoft 365 Support for Email, SharePoint, OneDrive and Teams Active Directory Management Windows 10, 11 Operating System Support Main Tasks and Responsibilities Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress. Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards. Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible. Role 2 - Cyber SOC Analyst We are currently looking for a Tier 1 Cyber Security SOC Support Analyst to join our expanding UK based Service Desk team. The ideal candidate would be someone that is already in a similar role and has minimum of 1-year experience. Job Specifications: Essential Experience

• Preference given to candidates with MSP background
• Minimum 1 years proven experience in a Tier 1 Cyber Security SOC Support Analyst role
• Working knowledge of Microsoft Defender XDR and Microsoft Sentinel SIEM technologies
• Working knowledge of Microsoft Defender suite including Endpoint Detection and Response
• Understanding of key Microsoft 365 Cloud Technologies from a threat landscape perspective Essential Certification
• SC-200 Microsoft Certified: Security Operations Analyst Associate
• SC-900 Microsoft Certified: Security Compliance and Identity Fundamentals Main Tasks and Responsibilities
• Provide triage and first line of defence for all cyber security incidents within the organisation and as part of our Managed Security Service
• Take ownership and provide remedial actions to ensure that Cyber Security Threats are mitigated as per Playbooks provided by the Cyber Security Team or escalate incidents to Escalations Management Team for further information/support
• Manage technical and stakeholder incident reporting via concise communications
• Manage client communication channels during an active incident Mayflower is acting as an Employment Agency in relation to this vacancy