Junior Analyst in Customer Experience at Topaz handling operational tasks and supporting cybersecurity solutions while ensuring data security and customer satisfaction.
About the role
- 2nd Line Support Engineer maintaining IT systems for media companies like BBC and Disney. Handling advanced troubleshooting and supporting helpdesk engineers in a dynamic environment.
Responsibilities
- Act as the technical backbone for escalated IT issues, providing advanced troubleshooting and resolution beyond first-line capabilities.
- Serve as a key point of contact for complex incidents and requests in Windows Server, Active Directory (AD), and network infrastructure.
- Guide and support first-line helpdesk engineers through Jira, ensuring efficient ticket handling and knowledge sharing.
- Perform system administration tasks: Manage and maintain Active Directory (user accounts, groups, GPOs, permissions), handle Windows Server configurations and updates, perform basic troubleshooting of LAN/WAN connectivity issues and assist with firewall rule reviews and network security configurations.
- Manage licenses and subscriptions for third-party SaaS solutions, ensuring compliance and cost optimization.
- Collaborate with other teams (Cloud, DevOps, Security) to resolve cross-functional issues.
- Maintain documentation for processes, configurations, and troubleshooting steps.
- Contribute to continuous improvement by identifying recurring issues and proposing preventive measures.
Requirements
- Strong technical knowledge of Windows environments, Active Directory, and network fundamentals.
- Familiarity with ticketing systems (preferably Jira) and ITIL-based workflows.
- Hands-on experience with system administration and basic networking.
- Ability to mentor and guide first-line engineers effectively.
- Excellent problem-solving skills and attention to detail.
- Good understanding of SaaS license management and subscription tracking.
- Experience with Jira and Confluence automation (e.g., creating workflows, automation rules, and integration with other tools).
- Knowledge of AI-driven solutions and tools (e.g., machine learning basics, agentic AI, automation platforms like Microsoft Power Automate or Atlassian Automation).
- Familiarity with scripting (PowerShell) and cloud environments is a plus.
- Strong communication skills in English.
- Education: You hold a bachelor’s degree in IT, Computer Science, or related field, or alternatively, relevant certifications (e.g., Microsoft Certified: Windows Server/AD, CompTIA Network+).
Benefits
- A people-centric culture where your work truly matters
- Close collaboration with international teams
- The chance to shape Business Support in a global organization
- A varied role with real ownership and room to grow
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
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