Contractor - Analyst, IT Operations
San Jose
hace 7 horas

Duties and Responsibilities :

  • Identify and ensure proficiency with all software / hardware used and supported by the organization.
  • Field incoming service desk requests promptly and courteously documenting all pertinent end-user information while building a positive rapport and eliciting problem details from help desk customers.
  • Apply diagnostic utilities and access software updates, drivers, knowledge bases, and other resources to aid in troubleshooting, problem resolution, and post-resolution quality checks.
  • Perform hands-on "fixes" at the desktop and user levels, including, but not limited to installing and upgrading software, configuring systems and applications, and ensuring preventive maintenance.
  • Record, track, and document the help desk request problem-solving process.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Assist other Support Technicians with troubleshooting and share technical knowledge as needed.
  • Also, the employee is responsible for other duties as assigned, including, but not limited to, on-call availability.
  • Qualifications :

    To perform this job successfully, an individual must possess a team spirit and be able to perform each essential duty satisfactorily.

    The requirements listed below are representative of the knowledge, skill, and ability required.

  • Provide desk support for PCs and software applications for internal customers.
  • Provide support for Secure CX operations.
  • Provide support for Secure CX infrastructure.
  • Knowledge of desktop and server networking.
  • Familiarity with log scrapping utilities
  • Fundamental knowledge with Microsoft SQL (basic table queries)
  • Results-oriented with proper planning, organization, and time management skills.
  • Self-motivated with the capability to drive tasks to completion while working independently.
  • Strong drive for continuous learning; keeps abreast of changes in the current field and new technology.
  • Positive and upbeat personality with a strong desire to help others
  • Consistently demonstrates a strong customer service orientation.
  • Advanced English Skills
  • Education and Experience :

  • Shell / PERL / Powershell scripting Language
  • Dev OPS - Kubernetes, Docker, DevOps, Linux, CI / CD ( Jenkins ) , GitLab
  • Middleware Technologies - WebLogic , Apache , IIS , Tomcat
  • Databases : MYSQL, MSSQL and Oralce
  • Added Advantage - Python, ELK Stack , Rabbit MQ, AI & ML
  • Ability to work a flexible schedule due to 24X7 support where needed

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