Epicor Looking for IT Support Analyst at Bengaluru, Karnataka, India Full Time

ESSENTIAL JOB FUNCTIONS

· Completes incidents and tasks according to established service level agreements in a timely, accurate and professional manner.

· Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification.

 · Follows all documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system.

· Responsible for meeting individual and departmental metric goals with regards to incidents and tasks.

· Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs.

· Creates and maintains documentation based on Epicor standards.

· Provide support and troubleshooting for production hypervisor platforms (VMware ESXi and Microsoft Hyper-V)

· Provide support for Enterprise applications (patching software, antivirus, monitoring software)

 · Support the daily, weekly, and monthly disaster recovery and backup processes.

· Provide support for Microsoft Active Directory and Group Policy.

· Participate in the monthly server operating system patching cycle.

· Network and VPN trouble shooting skills

· Printer troubleshooting and management

· Perform customer catalog and windows updates periodically

· Upgrading windows and various 3rd party software’s

· Installing, Configuring and Hardening of Windows 2008R2/2012R2/2016 Servers

· Managing AD / DNS Services

· AD Replication monitoring and regular health checks to be performed

· Understanding of file and share permissions

· Expert in Windows OS upgrades , also good in P2P,P2V,V2V,V2P remote migrations.

· Configuring and troubleshooting Remote desktop

· Troubleshooting windows performance issues.

· Creating and implementing Group Policies as per standard procedures

· Coordinating with different lines of business with SLA

· Controlled shutdown and restart of services and dependencies

· Console operations – verify system availability

· Knowledge of ITIL process is a plus.

GENERAL REQUIREMENTS

· A minimum of 3 years’ experience with enterprise server and storage environments.

· Technical proficiency in server operating systems, virtualization platforms, and storage infrastructures.

· Demonstrate ability to diagnose and troubleshoot problems in an effective manner.

· Be highly motivated.

· Must be available to work a flexible shift schedule.

· Excellent interpersonal and communications skills (verbal and written).

· Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required.

· Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue.

 · Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist.

· Ability to read, write, and speak in English is mandatory.

 OTHER PREFERENCES

 · Certifications in operating systems, virtualization, or storage are desired.