WA
WalkersSystems Support Analyst
Systems Support Analyst providing IT support for Walkers Global's employees with technical issues. Need strong communication and customer service skills, based in Dublin office.
About the role
- The Support Technician is responsible for the initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure supporting those services.
- Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
- Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
- Install hardware upgrades and parts replacements into existing equipment
- Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
- Perform Network, Operating System, SANStorage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed customers and internal systems
- Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
- Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
- Escalate to other teams per procedure following and maintaining SLAs
- Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
- Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities
- Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
Requirements
- 3-5 years of experience in a technical support role with a focus on system administration or networking
- Intermediate knowledge supporting and administering in some of these areas:
- IBMi, Windows,Unix, and/or Linux server Operating Systems
- IBM operations for scheduled jobs and tasks
- Virtualization technologies (VMware, Nutanix AHV, or HyperV)
- Server hardware (Dell, HPE, Lenovo, etc)
- LAN/WAN Networks (Cisco, Juniper, Arista, etc)
- Firewalls (Palo Alto, Fortigate, Cisco ASA, etc)
- Web services (Apache, IIS, etc)
- Databases (MySQL, MSSQL, Mongo, etc)
- IPSEC and SSL VPN
- Load Balancers (F5, NSX, etc)
- Excellent written and verbal communication skills
- Problem solving skills and the ability to prioritize
- Customer service
- Possess the ability to comprehend and execute documented escalation procedures under pressure
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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