Job Description
Purpose of Role:As a Technical Systems Analyst, you will be among the most experienced of the Service Operations Team and will play a key role in the delivery of IT Systems, focusing on Patch & Security Management for your subset of customers, whilst delivering exceptional customer satisfaction and a personalised service. The position requires strong troubleshooting, problem-solving and technical skills across the whole range of Acoras supported technologies. In addition, you will be expected to work with the Technical Services Leads to deliver overall Technical Governance across Service Operations.
Role Responsibilities Technical Escalations of supported customers IT environments within your team. Provide support of all Patching against your customers working alongside the Infrastructure and EUC Leads and Analysts ensuring that all environments are kept up to date as per customer MSAs and that any chargeable work is identified and highlighted to the Technical Services Lead Provide support of Information Security across your customers including Acoras Security Platform, Anti-Virus, DLP and other security related products that form part of your supported customers security toolsets. Support management of customer Backup solutions ensuring all solutions requiring a backup strategy are covered and that the solution is fit for purpose. Perform regular reviews against the Backup Strategy ensuring it is kept up to date. Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department. Maintain high quality written documentation and contribute to the Acora knowledge base and document known issues/remediation that enhance the service Acora provide. Maintain a level of technological competence which remains current and fit-for-purpose in your role, highlighting any training needs to your Line Manager where applicable.
Key SkillsExtensive experience in troubleshooting relevant, common technologies such as: Microsoft Windows Operating Systems including Active Directory, Group Policy. Virtualisation (e.g. VMware, MS Hyper-V) Enterprise Storage (NetApp) Microsoft Exchange Cloud Technologies (Office 365, Azure) Networking (configuration of firewalls, routers and switches) Citrix (PVS)
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