Technical Support Senior Analyst

TITLE OF THE POSITION: SW/App/Cloud Tech Support

IT operations are responsible for defining the way an organization manages software and hardware. The department also provides other IT support, such as network administration, device management, software delivery etc. which involves providing technical support to system users and customer support staff. It also entails assessing user needs, defining technical problems, and collaborating with engineering/development staff to determine solutions as well as implementing the solutions.

The role and responsibilities:

As a SW/App/Cloud Tech Support you will have responsibility for:

• Provision of 2nd/3rd level technical support for the various systems.
• Provide technical support for hardware and software services including desktop support, Windows Servers, Linux Servers, Mobility devices, Enterprise Printing, support for specialist software applications and systems.
• Perform daily maintenance tasks, event monitoring, incident management, request fulfilment and resolution of support tickets.
• Act as an escalation point for incidents, ticket queue management, liaising with users, interacting with the ICT Service Desk, other support teams and external vendors.
• Assist with the maintenance of the hardware, software and supporting infrastructure by:
  • Troubleshooting and resolving incidents escalated by the level 1 support team.
  • Liaising with other support teams and external vendors should an incident require escalation or assistance.
  • Performing daily checks and maintenance tasks to ensure the IT Operations environment is running smoothly.
  • Contribute to the development of technical documentation.
  • Set up and configure hardware and software as requested by the organisation.
  • Perform monthly maintenance patching.

REQUIRED SKILLSET:

• Strong knowledge in Microsoft Windows client/server estate
• Experience working with enterprise backup solution
• Strong knowledge of Windows Active Directory to include DNS/DHCP
• Experience troubleshooting network related issues using required tools
• Good understanding of systems architectural concepts and methodologies; infrastructure platforms and their application; business processes, process analysis/management, and IT requirements and IT managed services.
• Manage Critical Incident and Change Management process, and can also manage and implement process improvements
• knowledge of Linux operating systems
• Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
• Excellent communicator: 
  • Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional, and friendly manner
  • Ability to grasp complex and technical concepts and communicate them to a non-technical audience in a friendly and easy to understand format
• Demonstrates speed, agility, critical-thinking and problem-solving skills
• Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt changes
• Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
• Significant attention to detail
• Team player with ability to work in a fast-paced, collaborative, and constantly evolving environment
• Strong work ethic and ability to work with minimal supervision

• Required experience working in a Windows client/server environment
• Experience in Linux operating systems preferred but not essential
• Knowledge in ITIL framework preferred but not essential

Does this appeal to you? If so, we wish to hear from you.  

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity. 

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com. 

REQUIRED SKILLSET:

• Strong knowledge in Microsoft Windows client/server estate
• Experience working with enterprise backup solution
• Strong knowledge of Windows Active Directory to include DNS/DHCP
• Experience troubleshooting network related issues using required tools
• Good understanding of systems architectural concepts and methodologies; infrastructure platforms and their application; business processes, process analysis/management, and IT requirements and IT managed services.
• Manage Critical Incident and Change Management process, and can also manage and implement process improvements
• knowledge of Linux operating systems
• Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
• Excellent communicator: 
  • Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional, and friendly manner
  • Ability to grasp complex and technical concepts and communicate them to a non-technical audience in a friendly and easy to understand format
• Demonstrates speed, agility, critical-thinking and problem-solving skills
• Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt changes
• Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
• Significant attention to detail
• Team player with ability to work in a fast-paced, collaborative, and constantly evolving environment
• Strong work ethic and ability to work with minimal supervision

• Required experience working in a Windows client/server environment
• Experience in Linux operating systems preferred but not essential
• Knowledge in ITIL framework preferred but not essential