Line Technical Analyst

The primary function of the role is to act as Third Line Technical Analyst that takes ownership of escalated IT support calls, either highly technical or high priority. The individual should be comfortable liaising with Customers in person, over the phone or email, provide technical guidance, perform IT service requests, approve IT change requests, and be responsible for pro-active management of IT infrastructure through maintenance and monitoring., Third Line Technical Analyst needs to have a high-level ability to work on network infrastructure topology and support and must have the ability to work unsupervised on various software and networking capabilities including VMWare and Windows server infrastructure, Office 365, and other tools/applications.,

• Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations


• Respond to Client service requests by providing desktop and server support within support agreement targets (SLAs)


• Operating System installation for Windows Servers and Desktop systems as well as proactive management of Client networks and servers


• Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers


• Provide monitoring and maintenance capability to clients, including patching
  
  A high-level understanding of IT and networks


• Knowledge of desktop, server, and printer hardware and their components


• Knowledge of networking technologies and topography


• Office 365 and Azure


• Microsoft Windows Operating System and Servers


• Active Directory / Azure Enta ID


• DNS, DHCP


• Microsoft Exchange


• Remote Desktop


• VMWare ESXi / Hyper V


• Server Clusters and SAN topology


• Email Relay and antispam


• Ability to plan, organize and adapt to changing job tasks within own role


• Strong analytical, logical, and troubleshooting skills


• Strong efficiency skills, with the ability to multitask in a fast-paced environment


Preferred Skills:


• Citrix XenDesktop, XenApp and XenServer


• Veeam Backup and Restore


• Storage/SANs - preferably Nimble


• ConnectWise Automate, ConnectWise Control, ConnectWise Manage


• SonicWall and Fortigate Firewall


• PRTG and Logic Monitor - Network Monitoring


Required Experience:


• At least four years of experience working in an IT support environment, either at Third Line Level or High Second Line level.


• Must have a high level of Infrastructure and Networking knowledge.


Preferred Experience:


• Microsoft MCP or equivalent qualification


• Microsoft MCSA, MCSE or equivalent qualification


• Citrix CCA, CCP, CCE or equivalent qualification


• VMWare VCA, VCP, VCAP, VCIX, VCDX or equivalent qualification


• ITIL Foundation Level 3/4


• IT related degree
  
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