2nd Line Technical Support Analyst (HPUX, Redhat, Linux, Windows Serve
2nd Line Technical Support Analyst (HPUX, Redhat, Linux, Windows Server) Must have experience of supporting Windows Servers as well as strong Linux Support including HPUX or Redhat etc.) Primary Objectives for the function are to: · Provide a 24/7 Level 2 Technical Support Team, including Level 2 Technical investigation, diagnosis and fix; and escalations through to 3rd Level resolver groups; · Provide 24/7 monitoring, management and control activities that provide pro-active support for supply services; · Provide a 24/7 Major Incident process, with ownership of high impact incidents, coordinating the progression of investigations and publishing results; · Provide a Request Fulfilment function, creating a central point of contact for the ordering and supply of repeatable services, including an Access Management function which will be responsible for controlling security and permissions of systems within the business; Key Activities / Accountabilities · Responsible for the proactive monitoring of Level 2 Support Incident queues within Service-Now; · Responsible for the investigation, diagnosis, and resolution of incidents within agreed Service Centre levels; · Responsible for ensuring all incidents are managed to agreed Service Centre data quality levels (ensuring the highest quality of logging data, call history updates, current status, potential or agreed escalation actions, and call closure is added to all incidents); · Ensures the escalation of all incidents to resolver groups inside and outside of the Service Centre, contains a clear and communicated handover including detailed diagnostic information within the Incident to allow progression of further investigation and resolution by another resolving team; Preferred Experience and Knowledge · Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked; · For Shift Based Roles - Previous experience working in a shift team as a technical support analyst or senior technical analyst; · Previous experience of Network support; Necessary Technical / Functional Skills · Aware of specific standards associated with the IT practitioner's current role. Examples: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL, eTOM, TickIT, CMMI; · Aware of the knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation; · Ability to own and solve Incidents without the need to escalate; · Self motivated with an analytical approach towards investigating problems and providing solutions; · Proven experience of working with Windows operating systems, HP-UX and Linux operating systems; · Basic understanding of ITIL principles;
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