Stats Perform Looking for IT Technical Support Analyst at Bengaluru, Karnataka Full Time

Description

Description

Stats Perform are looking for experienced first line support analysts to join the Technical Operations Centre (TOC). TOC will be part of the IT department and will be the first line response for Desktop, Network, Enterprise, Video and Security services, to ensure uptime and quality of service. The team will also work in a proactive manner to identify the root cause of problems and support their resolution.

TOC will provide a service desk function to remotely support Stats Perform employees across a range of IT services.

Job Purpose

As a Technical Operations Support Analyst, you will be part of a 24/7 support team working in shifts to proactively monitor and administer IT services and respond to any issues that occur. You will have hands-on access across a range of platforms to resolve issues yourself – for anything that cannot be resolved directly, you will raise the appropriate escalation.

You will also provide end-user support (incidents and requests) to employees via a ServiceNow based support process. You will be responsible for delivering a great service to the business and achieving target SLAs.

All TOC Support Analysts will have the opportunity to improve our service delivery by contributing to a continuous improvement program.

What’s your new role about?

Work as part of the 24/7 Technical Operations Centre team, handling first line technical support queries via the various methods of communication.

Triage incidents that are reported by the user or flagged via monitoring platforms – resolve where possible or escalate to other IT functions with accurate handover information.

Ensure support is logged and tracked in ServiceNow and work within defined KPI’s and SLA’s

Liaise with internal business operations functions and third parties to resolve any issues.

Install and support desktop computer systems, diagnosing hardware/software faults, and solving technical problems, remote and face to face.

Monitor support dashboards and alert systems.

First line support triage for server hosted platforms

Administration of end user accounts and access rights in accordance with best-practice and defined security procedures.

Provide cloud-based application support to users, e.g. Office 365, Atlassian suite

Do you have these essentials?

We require all TOC Analysts to be able to demonstrate the following skills:

Minimum 2 years’ experience in 1st line IT support, or IT service delivery function

Ability to follow and adhere to processes

Ability to troubleshoot and follow a logical process of elimination

Good grounding in IT security fundamentals

Ability to support and maintain server platforms

Written and spoken communications skills with proficiency in English

First-rate problem solving skills

A genuine dedication to providing the best service possible

Ability to create concise documentation to share learnings

We are looking for the TOC team to be an inter-disciplinary function – training will provided where appropriate, but we need analysts to demonstrate skills across as many of the following areas as possible:

Desktop and Enterprise Services:
Windows 10 and Mac troubleshooting experience

Office 365 Administration e.g., user maintenance, groups, mailboxes

Experience with AD and AAD account management (password reset, troubleshooting, MFA, block and unblock etc.)

AD and AAD object creation and editing, including distribution lists, shared mailboxes, security groups, users etc.

Microsoft Office application troubleshooting and repair

Intune and Jamf (or other device management solutions) troubleshooting experience

Teams and SharePoint file management and troubleshooting

Understanding of SSO and troubleshooting

Mobile app support for Office 365 apps on Android and iOS

Server Management:
Server and platform reboots

Server maintenance

Server patching

Video Engineering:
Dashboard monitoring for live video broadcast services and video on demand (VOD) services.

Experience of interpreting web UI logs for video platforms

Recognise and confirm issues with public internet delivery to CDN’s

Networks:
Understanding and troubleshooting network incidents, including the ability to diagnose issue with network communications between systems and data centres

Familiarity with monitoring tools, alerting, mapping, traps – experience with SolarWinds ideal

Not essential but great if you also have:
Practical knowledge of ITIL

Managing a service through ServiceNow (incident, problem, change, request, CMDB)

Operational knowledge of Intune and JAMF