Senior Support Analyst

Senior Support Analyst

Location- Redmond, WA

Full Time

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.