Senior Support analyst

Hybrid in Redmond, WA, US • Posted 1 day ago • Updated 1 day ago
Full Time
Hybrid
Depends on Experience
Fitment

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Job Details

Skills

  • Azure
  • Support
  • TECHNICAL SUPPORT
  • WINDOWS
  • TICKETING
  • TICKETS
  • Active Directory
  • AAD
  • HAADJ
  • MDM
  • INTUNE
  • DESKTOPS
  • DESKTOP
  • VIRTUALIZATION
  • HYPER-V

Summary

Role: Senior Support analyst

Location: Redmond, WA

Type: Fulltime

Job description:

Primary Responsibilities:

  • Carry out the advance level of troubleshooting on Windows OS and applications
  • Responsible for guiding L1 resources technically
  • Work in a 24 X 7 Environment. (Rotational shift)
  • Extend technical support the Clients over various modalities like web tickets, calls and chats.
  • Good communication written and verbal.
  • Responsible for the uptime of the various client projects being managed / monitored.
  • Ensure that the tickets raised per shift are closed as per SLA, if not escalated as per the escalation metrics defined.
  • Raise and technically update the tickets in ticketing system for all the issues handled / worked upon.
  • Shift report generation on daily issues handled / escalated in the form of Daily reports.
  • Ensure earlier resolution to the issues to meet SLA
  • Co-ordinating with Resolver teams whenever required & resolve issues by minimizing downtimes.
  • Detection of ongoing issue trends, calling out Outage and engaging with resolver team as well as impacted groups until mitigated.
  • Customer related sundry activities
  • Creation of Knowledge base
  • Awareness of OS related securities
  • Self-development through training

Skills Required-

  • Strong Knowledge on Windows: Troubleshoot issues related to OS, Registry, BSOD, BIOS Update, Networking elements.
  • Virtualization: Hyper-V / VMware
  • AD/AAD/HAADJ/MDM/Intune, Virtual Desktops, Remote Gateways, DHCP, DNS, TLS, SSL
  • Hardware: Installation & configuring of multi-OS, Peripherals, Components, Drivers, Troubleshooting and Installation
  • Strong Troubleshooting and problem-solving skills, handling multi-tenant activities.
  • Knowledge of ITIL Foundation
  • Preferred Technical certification on Azure, Windows Administration, SCCM, MDM will be added advantage.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10200946b
  • Position Id: 8938830
  • Posted 1 day ago
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