IT Analyst Senior Associate

Job Description

The primary responsibility of this role is to provide level 1 and 2 support for User desktop, Windows Server and Network administration for the local office as well as remote support for overseas offices. This is an important role requiring a high level of attention to detail, good organisation, communication and excellent customer facing skills. In addition, a high degree of technical knowledge of the Windows 7 / 10 desktop, Configuring and troubleshooting Cisco/ Fortigate devices, managing windows servers will be required. It is of utmost importance that he is a team player and work effectively with and to support colleagues in the US, UK, India and Asia PAC. Moreover he must uphold the corporate security policies and the help to maintain the corporate SSAE 16 controls. KRA- 1 (Business User Support) Ability to support and understand front end user requirements. Ensures the desktop and front end IT is well maintained and fit for purpose to ensure users day to day work is uninterrupted. very & Escalation Handling Ensures support tasks are recorded in Helpdesk Continually looks to improve the user experience of IT Plans Actively seeks to follow up and close user issues (with or without support of other team members) Continually seek to improve helpdesk and delivery processes carrys out upgrades on PCs and printers Deals fairly and efficiently with all user enquiries Ensures starter and leavers process, and other IT audit controls are monitored effectively Maintains a high level of technical ability with Windows desktop OSs Upholds and works within the Radius general IT policies Upholds and works within the Radius security frameworks and policies. Effectively for absences i.e. arranges with colleagues to cover duties or pick up on tasks to ensure user is not disrupted Works collaboratively with fellow IT Team and other team members Effectively escalates when hitting a block with an issue Develops and maintains good relations with departmental peers and senior members of the team Pays attention to detail Communicates effectively to team users in non- technical language Creates and manages personal work lists and estimates time for tasks KRA- 2 (Operational Main and BAU) Is consistently aware of the IT infrastructure and how it relates to the ongoing day to day business objectives. Seeks to maintain, monitor, rectify day to day issues and improve it while keeping disruption and downtime to an absolute minimum. Seeks to priorities and work with Business as usual. Schedules user downtime in good advance Manages and maintains the existing Windows OS and Network infrastructure Manages and maintains the desktops/ Laptops Build, set- up and prepare PC s for new recruits Shows operational awareness when planning user or LAN infrastructure downtime Works to maintain and keep up to date user configuration documentation i.e. PC configuration build document Works to document and detail Radius technical standards and frameworks related to user support on a daily basis to check for issues onitor and report on the status of backups according to SSAE16 Demonstrates a continual attitude of review and improvement of team responsibilities Is able to analyse the situation & assist the team leaders to make well informed decisions to move a problem forward Manages time and workload effectively Supports fellow team members with their development and learning KRA- 3 (Project Assistance) Assisting team leaders & other team members in executes infrastructure projects which support the business by introducing new services or upgrading existing capabilities. Works with departmental and Business objectives Assisting Global & local IT team in new infrastructure implementation on time. Demonstrates flexibility when faced with demanding work levels and emergency support requirements Contributes to the ongoing audit requirements and annual testing Documents the results of support tasks appropriately and with reference to organization standards Maintains an accurate issues log whilst working on a project Capability to plan and develop appropriate testing environments for projects. Demonstrates a continual attitude of review and improvement of their own areas of responsibility Demonstrates ownership of tasks PERSON PROFILE EDUCATION/ QUALIFICATIONS: Diploma/ Graduation 3- 6 years SKILLS/ KNOWLEDGE: CCNA/ MCSE or equivalent/ Diploma in computer hardware and networking. Proficiency in MS Windows desktop operating system 7/ 10 and MS office products. Knowledge and hand- on experience in configuring/ supporting Routers/ Switches/ Firewall. Experience on FortiGate firewall will be an added advantage. Basic Knowledge and experience on DNS, DHCP, Active Directory, MS Exchange, Vmware.,

Keyskills :
mis rontend msoffice ssae16 itaudit windowsserver remotesupport msexchange usersupport windowsos windows7