Enterprise System Support - Analyst 2 - Windows

Posted: 1 month ago

Job Description:

  • The Level 1 Windows Incident Support Analyst supports and maintains Windows servers, patching, instant messaging, MS Exchange, database environments and/or host infrastructures.
  • This includes responding to system outages, maintenance, and other problems, and being the first point of contact for documented hardware and software problems.
  • Handle day-to-day change management issues within the guidelines of the Client Global Incident Management process and adhering to client requirements and deliverables.
  • Learning and understanding of tickets status and updates to logs in the ticketing tools is crucial.
  • Working with Client vendors and clients, the Command Center staff must provide guidance, visibility and proper communication to Client management.
  • At times follow proper escalation procedures for both Client and client notifications.
  • Delivers first level remote hardware and software support services to clients to resolve product use and multi-product/platform problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the client's first level help desk support function.
  • Provides referrals and/or dispatches to other service providers to ensure that client's service level and technical requirements are met.
  • Provides alerts and situation status information to both client and Client management.
  • Coordinates critical customer issues as well as new product and/or system implementations.
  • Participates in patching of servers for multiple clients using industry recognized tools and methodology.
Key Responsibilities System Management:
  • Responsible for the day to day support of computer systems running on a host operating system.
  • These may be stand-alone, hosted and virtual, or networked systems and may exist in homogenous or heterogeneous environments.
Some of these tasks are:
  • Monitor system performance, service availability, scheduled maintenance tasks and event logs for normal operations.
  • Apply documented system and security patches to ensure the security and stability of the environment.
  • Perform technical system performance monitoring.
  • Perform hardware and/or software maintenance.
  • Ensure proper backups are made of systems to allow for recovery of systems and data.
  • Monitor system capacity against specific capacity plans.
  • Document basic reporting procedures for common tasks.
  • Assist in implementation of basic, recurring change request.
  • Perform minor changes with the oversight of a more senior analyst.
  • Incident Management Perform initial incident investigation, resolve well defined or basic technical issue incidents using documented procedures and obtain recovery of normal operations as quickly as possible.
  • Change Management Document basic change implementation plans and execute the plans reviewed and approved by senior analysts.
  • Perform basic with the oversight of a higher-level analyst.
  • Problem Management Gather and document information to assist with the root cause or escalate to tier 3 for solution.
Consulting Assist senior analysts in supporting specific client environments.