Responsibilities:

L2 Incident & Task Resolution: Respond to and resolve all L2 issues, incidents, and tasks for customers, whether escalated from L1 support or received directly from end-users via email, phone, or service management tool.
Issue Scoping & Investigation: Scope customer issues by collecting relevant facts and investigate problems through self-research and collaboration with other teams as needed.
Ticketing System Management: Update the ticketing system promptly and accurately, ensuring calls are logged and all notes, progress, and required actions are input.
Collaboration & Relationship Building: Consult and collaborate with peers and cross-functional colleagues to resolve service issues. Establish strong working relationships with customers and third parties.
Trend Analysis & Problem Management: Perform trend analysis and engage in problem management activities to identify and address recurring issues.
Knowledge Base Contribution: Work with the IT Manager and wider support team to ensure recurring technical issues are addressed and documented in the Knowledge Base Database (KBDB).
Customer Empowerment & Value Addition: Empower customers to find information, self-solve, and learn more about supported products and services. Advise customers on how to gain additional value from their technology.
Customer Satisfaction: Maintain a proactive approach to customer happiness, identifying satisfaction concerns and managing customer expectations. Ensure a high level of customer satisfaction by ensuring the continuous operation of systems.
Continuous Improvement & Mentorship: Continuously improve knowledge and understanding across supported software and hardware technologies. Technically groom L1 resources to L2 level.
Quality of Service: Maintain a high Quality of Service Support.

Required Skills:

Proficiency in installing, configuring, and maintaining Windows Server (2012, 2016, 2019), Exchange Server (2016, 2019).
Skills in User Account administration, File and Printer administration.
Proficiency in Patch administration and deployment, and system fine-tuning for optimal performance.
Ability to troubleshoot Clusters and related issues in a SAN environment.
Skills in troubleshooting Hardware and Operating System related issues.
Proficiency with OS installation, upgrades, and patching.
Strong experience using Active Directory, DHCP, DNS, IIS (6.0/7.0), FTP, Print Server, Group Policy, WSUS, etc.
Ability to establish and implement policies, procedures, and technologies to ensure Windows system security.
Strong understanding of MS Exchange (2013/2016/2019) in an enterprise environment, including backup and restore procedures, Front End/Back End setups, OWA, RPC/HTTPS, MAPI/HTTPS, message flow, and security.
Proficiency in day-to-day administration, support, maintenance, and monitoring of MS Exchange infrastructure.
Skills in troubleshooting Outlook issues, and administration of mailboxes and user accounts.
Ability to manage Public Folder creation, replication, and rights assignments.
Proficiency in message tracking and troubleshooting to resolve mail delivery issues.
Skills in configuration, management, and troubleshooting of remote e-mail access using Outlook and OWA.
Proficiency in patch and configuration management of MS Exchange.
Good Active Directory knowledge to resolve Exchange related issues.
Proficiency in supporting Enterprise Anti-SPAM products.
Skills in administration and configuration of Enterprise Vault Servers.
Strong customer focus.

Sr Analyst I Infrastructure Services