Job
Description
Role Overview: As an IT Analyst at our company, your main responsibility will be to provide IT Infrastructure support both on-site and remotely. This includes solving second level Incidents, Problems, and managing Requests. You will also be involved in maintenance tasks such as Change Management, Asset Management, and Patching. Additionally, you will support project executions by collaborating with Global IT Enterprise teams and external service providers, all while adhering to IT Standards and Procedures. Key Responsibilities: - Support Incident and Request management submitted through the IT Service management system within service level objectives. - Assist in the procurement, installation, configuration, and support of end-user devices like Laptops, Desktops, Workstations, and mobile devices. - Collaborate with Enterprise IT teams to troubleshoot and maintain Servers, Networks, Monitoring systems, UPS, Switches, Backup Environment, and external vendors. - Report issues through service desk tools and ensure proper follow-up with enterprise teams or vendors for critical and high-priority issues. - Maintain the on-site Computer Room, Racks, cabling, and Data room as part of routine maintenance tasks. - Manage and maintain the IT Asset Register using appropriate tools. - Handle the loading and maintenance of backup tapes as per backup policy and directions from Global Enterprise teams, supporting data restoration requests. - Monitor critical equipment through Annual maintenance contracts, reporting issues to services providers, and escalating per vendor services level agreement. Qualifications Required: - Previous experience in IT Infrastructure support and maintenance. - Knowledge of Incident, Problem, and Request management processes. - Familiarity with procurement, installation, and configuration of end-user devices. - Proficiency in troubleshooting Servers, Networks, Monitoring systems, and Backup Environment. - Strong communication skills to report issues effectively and collaborate with internal and external teams. - Ability to manage and maintain IT Asset Register accurately. - Understanding of backup tape loading and restoration processes. - Experience in monitoring and reporting issues with service providers as per agreed service level agreements.,
