Sr IT Support Analyst
About us:
Epicor is one of the world’s leading enterprise software companies, with more than 20,000 customers in over 150 countries using our products to automate effectively and efficiently to streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, the strength of Epicor business solutions lies in a simplified approach to technology, with products and services designed to fit our customers and how they work. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.
Role Summary/Purpose:
Associate IT Support Analyst works on servers and storage in the Epicor enterprise. He/She receives incidents and tasks via the ticketing system as they are entered by Clients of Epicor. These tasks will be comprised of scheduled work (i.e. installing operating system patches or server firmware updates), as well as break/fix tasks escalated from the Service Desk or NOC teams. He/She takes responsibility for managing tasks in their ticketing queue by either completing the tasks or escalating the tasks to the next tier. Upon successful resolution, he/she finalizes the task according to Epicor’s policies for incident management. Job duties also include recording the problems encountered and techniques used to solve it for future reference.
IT Support Analysts should be capable of solving a variety of problems, including those that may not have standard resolution methods. In such cases, Server Analysts should be able to apply methods based on past experience, in- house knowledge bases, or online resources. This position requires a person who can think ahead to implement proactive measures. Ability to grasp information in several formats, including print, verbal and pictorial representations, is important.
Essential job functions:
Essential job functions:
. • Configuring and troubleshooting Remote desktop
General requirements:
. • Excellent interpersonal and communications skills (verbal and written).
Other Preferences:
We offer a clear career path within the IT, Support function with opportunity for further career advancement into our Consulting and Product Development Teams.
Location : Bangalore
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