Sr Analyst I Infrastructure Services

Responsibilities:

• L2 Incident & Task Resolution:

  Respond to and resolve all L2 issues, incidents, and tasks for customers, whether escalated from L1 support or received directly from end-users via email, phone, or service management tool.

• Issue Scoping & Investigation:

  Scope customer issues by collecting relevant facts and investigate problems through self-research and collaboration with other teams as needed.

• Ticketing System Management:

  Update the ticketing system promptly and accurately, ensuring calls are logged and all notes, progress, and required actions are input.

• Collaboration & Relationship Building:

  Consult and collaborate with peers and cross-functional colleagues to resolve service issues. Establish strong working relationships with customers and third parties.

• Trend Analysis & Problem Management:

  Perform trend analysis and engage in problem management activities to identify and address recurring issues.

• Knowledge Base Contribution:

  Work with the IT Manager and wider support team to ensure recurring technical issues are addressed and documented in the Knowledge Base Database (KBDB).

• Customer Empowerment & Value Addition:

  Empower customers to find information, self-solve, and learn more about supported products and services. Advise customers on how to gain additional value from their technology.

• Customer Satisfaction:

  Maintain a proactive approach to customer happiness, identifying satisfaction concerns and managing customer expectations. Ensure a high level of customer satisfaction by ensuring the continuous operation of systems.

• Continuous Improvement & Mentorship:

  Continuously improve knowledge and understanding across supported software and hardware technologies. Technically groom L1 resources to L2 level.

• Quality of Service:

  Maintain a high Quality of Service Support.

Required Skills:

• Proficiency in installing, configuring, and maintaining

  Windows Server (2012, 2016, 2019)

  ,

  Exchange Server (2016, 2019)

  .
• Skills in

  User Account administration, File and Printer administration

  .
• Proficiency in

  Patch administration and deployment

  , and system fine-tuning for optimal performance.
• Ability to troubleshoot Clusters and related issues in a

  SAN environment

  .
• Skills in troubleshooting

  Hardware and Operating System

  related issues.
• Proficiency with

  OS installation, upgrades, and patching

  .
• Strong experience using

  Active Directory, DHCP, DNS, IIS (6.0/7.0), FTP, Print Server, Group Policy, WSUS

  , etc.
• Ability to establish and implement policies, procedures, and technologies to ensure Windows system security.
• Strong understanding of

  MS Exchange (2013/2016/2019)

  in an enterprise environment, including backup and restore procedures, Front End/Back End setups, OWA, RPC/HTTPS, MAPI/HTTPS, message flow, and security.
• Proficiency in day-to-day administration, support, maintenance, and monitoring of MS Exchange infrastructure.
• Skills in troubleshooting Outlook issues, and administration of mailboxes and user accounts.
• Ability to manage Public Folder creation, replication, and rights assignments.
• Proficiency in message tracking and troubleshooting to resolve mail delivery issues.
• Skills in configuration, management, and troubleshooting of remote e-mail access using Outlook and OWA.
• Proficiency in patch and configuration management of MS Exchange.
• Good

  Active Directory

  knowledge to resolve Exchange related issues.
• Proficiency in supporting Enterprise Anti-SPAM products.
• Skills in administration and configuration of

  Enterprise Vault Servers

  .
• Strong customer focus.