IT Support Engineer
Automation Anywhere is seeking an IT Support Engineer.
We are looking for an IT Support Engineer, whose primary goal is to monitor and maintain performance of computer systems and networks of Automation Anywhere. We are looking for someone with a great personality, ever-ready to learn, passionate in work and one that can fit into our company’s happy culture.
Responsibilities:
Proactive IT support in new hire’s on boarding and while at Employee EXIT.
Asset Management.
Assigning VOIP line to employees.
VOIP Troubleshooting.
Prioritizing and managing many open cases at one time.
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems and networks.
Talking to staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
Maintaining relevant computer hardware and back up hardware.
Troubleshooting system and network problems and diagnosing and solving hardware or software faults and replace parts as required.
Helping create environments for testing before release
Responsibility of ensuring all Servers & other machines are backed up on the cloud, in the network and off-site.
Following diagrams and written instructions to repair a fault or set up a system.
Supporting the roll-out of new applications.
Setting up new users’ accounts and profiles and dealing with password issues.
Responding within agreed time limits to call-outs.
Working continuously on a task until completion (or referral to third parties, if appropriate).
Testing and evaluating new technology.
Odd Hour/Weekend support in case of any planned upgrades or server fixes.
During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.
Perform other job-related duties as assigned.
Document issue resolutions for future reference.
Requirements:
Job Overview
This position is responsible for monitoring and maintaining performance of computer systems and networks of Automation Anywhere.
Identify problems, isolate root causes and initiate corrective actions.
Monitor applications, databases and infrastructure components to ensure services level agreements (SLAs) are met, trends leading to problems are identified, proactive actions are taken; and, when needed, immediate problem management activities are addressed.
Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
Work is substantially complex, varied and regularly requires the selection and application of technical and detailed guidelines.
Independent judgment is required to identify, select, and apply the most appropriate methods as well as interpret precedent. Decisions are made with greater freedom and discretion, including recommendations that are subject to approval on matters that may affect multiple departments across AA.
Regularly make recommendations to management on areas of significance to the department. Supervision received typically consists of providing direction on the more complex projects and new job duties and priorities.
Typical Role Definition
Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.
Job-Specific Authority and Scope
Manager is consulted for decisions.
Typically has no direct reports.
Typically has to support India based employees
Work Experience
Typically 4+ years of related work experience.
Skills & Competencies
Troubleshooting Experience of Windows XP / VISTA / 7 / 8 / 8.1 and 10.
Troubleshooting Experience of Windows Server 2000 / 2003 / 2008 & 2012.
Hands on experience of Linux/Unix/Windows Platforms with System Administration, Monitoring Solutions, Virtualization, Storage Management.
Experience with Active directory, GPOs, DNS, DHCP and IIS.
Good communication skills.
Good networking knowledge.
Good idea about e-mail client like MS Outlook configuration & troubleshooting.
Experience with VOIP system.
Experience with Virtualization technologies like Citrix, VMware, Hyper-V and Oracle Virtual Box.
Experience on Cloud services on Azure/ Amazon etc.
Hands on in Shell, MS Build, and PowerShell scripting language, administration of systems.
Version Control System integrations like TFS, SVN, VSS Etc.
Use skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolve a wide range of issues in imaginative as well as practical ways.
Proficient with Microsoft Office Suite.
Work with others to resolve problems, clarify or interpret complex information/policies, and provide initial screening/negotiations without approval authority.
Education Requirements:
Bachelor’s degree or Diploma in IT/Computer Science with relevant work exposure.
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