Senior Tech ServicesAnalyst-T3

1 week ago

Chennai, India RRD GO Creative Full time
Job Description

Job Title: Senior Technical Support Engineer

Grade: 3 / 4               

Band: Individual Contributor

Location: Polygon

Division: Information Technology           

Team: IT Operations

Position Description: Provide high quality, real-time assistance to the operations team when faced with problems related to networking, operating systems, servers and desktop, which could have an impact on the productivity.

Essential Qualifications: Undergraduate degree or diploma or equivalent in electronics / computer science

Technical Qualifications: MCP (Windows 10), CCNA (additional certification). A very good knowledge of windows platform, networking concepts and desktop management 

Experience: 4+ years of experience in troubleshooting issues related to Hardware, Windows Applications and Operating System

Organization Structure: Report to the Team Lead ? IT Operations 

Work Schedule: Willing to work in any assigned shift (day, night or weekend)

Description of Responsibility

Knowledge & Skills / Competencies

Incident and Request Ticket Management

Able to attend to issues and requests filed in the ticketing system within SLA. Ensures that Sev 1 incident management protocol is being observed

Document Management

These are, but not limited to, the following: Software and Hardware inventories, Trackers, Log Records, Project/Account Documentations, New Solutions to encountered issues, etc

Customer, Vendor and L3 Teams Management and Coordination

Ensure customer satisfaction and avoid escalation from them by proper coordination and by setting right expectation. Coordinate with the vendors promptly when needed. Escalate with the resolving L3 teams proactively to resolve an Infra related issue and/or attend a request that needs their intervention.

Customer service orientation

Familiar with hardware / software components and terminology

Good in using IT Service Management tools (ServiceNow, AD, AV Products, SCCM)

Team player with good oral and written communication skills

Adaptability and flexibility

High values and ethics

Good analytical thinking



Key Areas of Responsibility

·         Configure, Maintain, and deploy company LANs, WANs and Wireless networks including routers, switches, firewalls, wireless access points, load balancers and other related network hardware.

·         Troubleshoot, diagnose, and resolve network problems. Research, analyze and recommend the implementation of software or hardware changes to rectify any network deficiencies or to enhance network performance.

  • Provides support for network connectivity or related network issues for both internal and external customers. Serve as technical resource on a functional basis for the resolution of complex network problems.
  • Participate in various client projects intended to continually improve/upgrade network infrastructures. Regularly interface with technical and business staff and external customers.
  • Analyze network activity and network problems to discover and prevent systematic errors. Recommend network design changes/enhancements for improved systems availability and performance.
  • Assess network performance and bandwidth requirements to ensure that it meets the present and future needs of the business. Provide network planning recommendations to management.
  • Document procedures and keep network diagrams and related materials up to date.
  • Knowledge of commercial enterprise-level tools and products to provide network services, including: Web filtering, DNS, TACACS+, VPN and Infoblox.
  • Ability to work with data center and IT teams to determine space, power and connectivity needs.
  • May be required to work hours other than regular schedules such as nights, weekends and holidays




Requirements

Qualifications

            Minimum Qualifications

§  Bachelor’s degree in IT-related field or equivalent work experience.

§  5 + years’ experience in routing, core switching, Wireless, firewalls, VLAN, VPN, TCP/IP, DNS, DHCP, Monitoring tools, network topologies and Cisco/Aruba network components.

§  Proficient in the following protocols: Eigrp, BGP, HSRP, and VPN.

§  2 + years’ experience in NetScaler or similar load balancing technologies

§  2 + years’ experience in Palo Alto, Managing Prisma VPN solution.

§  Strong understanding of WAN Technologies including MPLS, DS3, Ethernet and broadband

§  Strong understanding of advanced network principles and internet architecture.

§  Excellent customer relations skills.

 

Other Required Qualifications

§  Must be a fluent in the principles of Network Technology, including but not limited to Network Strategies, Carrier offerings design, VPN solutions and Cisco Platforms.

§  Knowledge of Network, Security and load balancing is required.

§  Excellent analytical and problem-solving skills.

§  Understanding of Client /Server and Web Application components.

§  Candidate should have a track record of excellent teamwork, written verbal communications, project management, and process.

·         Cloudgenix SD-WAN, DUO, Cisco TACACS, Cisco ISE, Cisco DNA center

·         Aruba & Cisco Wireless

 

Certification

PCNSC, PCNSE, ACSP, ACSA

 



Requirements
Position Description: Lead a team of Developers and Business Analysts. Manage and drive compliance to the entire RPA project lifecycle. Identify the optimal solution design and ensure a thorough feasibility assessment is performed. Ensure adherence to project timelines and quality. Support the Business Analysts with the solution design and estimation. Act as bridge between the development team and other stakeholders. Communicate the design and technical requirements all stakeholders. Support the developers and propose alternatives on technical challenges. Essential Qualifications: Graduation in any discipline however BSC Comp Science or BCA preferred Technical Qualifications: Knowledge on Industry standard RPA tools like (PRIMARY and Important) Power Apps, PowerAutomate, UiPath. Secondary Skills: Blue Prism, Automation Anywhere, Work Fusion, Open Span/Pega, Kryon, etc. Candidates with hands on experience will be considered. Certified Developer, Professional Developer or Masters in 1 or more RPA tools. Solution Consultant or Solution Architect certification in 1 or more RPA tools. Hands on with VBA/JavaScript/C#. Knowledge on Data Base Architecture and deployment. Information Security and ITIL Processes. Must be hands On Project Management. Exposure to SAP, Oracle or other industry standard ERP is preferred Experience: Min 10 years Max 15 years with atleast 8 years in RPA domain. Hands on experience in Process discovery, Functional Requirement Analysis, Solution Designing and Coding for at least 5 RPA implementation Organization Structure: Director Work Schedule: The shift is dependent on the project assigned. Ability to work in flexible schedule during day, night and weekend shifts. Key Responsibilities: Assist in the identification of most suitable areas for RPA solution Assess the process landscape, sorting processes by feasibility and potential for automation Would need to provide end to end cost effective Process Automation Solution design including specification for IT infrastructure Assess the feasibility for automation and effort required Aid in the selection of the appropriate tool Design a process architecture create a reusable process architecture Responsible for all client communication from design to development completion Drive the full lifecycle (plan, manage and delivery) to meet defined deliverables Support the BAs in the scoping and discovery phase of the projects Reviews and signs off on the effort estimates/Project costs/automation schema and Solution design document Helps resolve any technical roadblocks identified in the design phase Responsible for ensuring appropriate technical requirements are in place and facilitate knowledge transfer Manage work allocation to SDA team Develops a detailed development plan to ensure the project deadlines to ensure adherence to the project estimates Responsible for all of the technical aspects of coding, design, implementation and programming to scale. Provide sign off to ensure completeness development to enable UAT Create business case Identify organizational structure and deliver recommendation of employees setup post implementation Support in Pre-Sales efforts providing technical expertise on standard offerings in line with client requirements Build capability/training completion/accreditation of the resources mapped to him/her Key Competencies: Excellent written and verbal communication skills Good client management experience Project Management skills Problem Solving Innovation Conflict Management Extreme Accountability Strategic Thinking Analytical skills

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