Infrastructure & Operations Support Analyst Level 1 | Remote

Role Summary

• Provide IT Operational Support to the Business and monitoring the Infrastructure and Services 24/7 shifting schedule, remotely connected through the Internet.
• The Infrastructure & Operations support analyst will remotely monitor, respond, escalate, report, and record infrastructure and operations equipment and resources status and availability. These infrastructure and operations equipment and resources can be with the client or a provider of the client or the partner. The tools and methods to be used will depend on the client or the partner.
• The infrastructure & operations support analyst will remotely manage IT support requests in an environment provided by the company's Group, the client and/or partner, managing the entire lifecycle of the IT support request ticket.
• The support analyst will prepare and submit reports periodically as required by the company's Group and the client/partner. And will participate in all the company's Group and client/partner operations and administrations activities. As the situation develops, there may be instances when on location activities will be required.

Specific responsibilities

• Remotely monitor infrastructure and operations computing and networking systems hosted by the client or a service provider adhering to all agreed Service Level Agreements, IT policies and procedures
• Proactive monitoring of IT Infrastructure and Services with appropriate remedial actions or escalation to ensure mitigation of fault.
• Provide first-level contact to clients by manning virtual phones to receive called-in requests
• Input the called-in request details into the ITSM environment and assign them properly
• Manage request tickets remotely through the ITSM environment or app selected by the client/partner
  • Ensure prioritization is strictly observed
  • Attend to the support requests; Escalate when necessary
  • Monitor all requests cases / tickets (especially those pending closure) and update as necessary
  • Fill out any reporting requirements

• Document collected information from tickets to aid further analysis to prevent recurrence when possible there will be methods to manage the documentation and reports
• Fill up and submit shift reports, create periodic team reports and present them
• Overseeing deployments, software releases and patches into live environments to ensure service uptime and continual improvement
• Regular review and constant improvement of Monitoring Systems to ensure they are in-scope, identify risks and improve efficiency
• Participate in company activities designed to achieve and further the goals, mission, and vision of the company's Group. This may be in the form of and not limited to administrative meetings, training, process improvement, employee development, and approved activities beyond this scope.

Profile

• Analytical, diagnostic, methodical and process-oriented
• Technically inclined
• Attention to detail and meticulous
• Empathic listening ability - please ask about this in the interview if you are unsure
• Must be more than willing to learn and do research
• Customer-centric
• Must love the recording, documentation, and review of processes for improvement
• Ability to interact with people remotely the job will deal with people of varying culture
• Ability to work under pressure and within high-stress situations
• Excellent verbal and written communication skills
• Good interpersonal skills with a confident manner / demonstrate strong motivational skills.
• Excellent analytical skills to aid in pattern recognition and resolution of recurring faults

Desired skills

• Operating System
  • Proficiency in Operating Systems - familiarity with Microsoft and Linux environments

• ITSM Tools
  • Experience or familiarity with ServiceNow, Salesforce, Vivantio, Atlassian JIRA, BMC and similar solutions, Network Fundamentals and supporting on Premise Hardware as well as Virtual server environments such as Proxmox.

• Productivity and systems technologies
  • Experience and basic knowledge of working with Unix and Windows Servers, familiarity with Google Workspace, Microsoft 365, Active Directory, Azure, SQL Server, Power BI, Dynamics 365

• Communications
  • Experience or familiarity with Vonage NVM, 3CX Phone System, Google Voice, GoTo connect, Microsoft Teams, Mobile Chat apps and similar online communications channels