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.