SERVICE DESK ANALYST L3 SUPPORT (on site)

BGC, TaguigPermanentAbout the role: 

1. Provide L2/L3 remote support: Handle complex technical issues, ensuring timely resolution within agreed SLAs.
2. Device Monitoring: Monitor and proactively respond to alerts generated by various monitoring tools, ensuring uninterrupted service availability. Monitor devices using tools like Nagios, Zabbix, or SolarWinds to ensure uninterrupted service availability.
3. Hardware and Software Troubleshooting: Diagnose and resolve hardware and software issues for remote end-users, utilizing remote support tools and techniques.
4. Server Management: Administer and maintain remote server infrastructure, including installation, backup, configuration, and troubleshooting.
5. Change Management: Implement and manage changes to remote IT infrastructure and services, adhering to change management procedures.
6. Microsoft 365 Support: Provide remote support for Microsoft 365 suite, including Exchange Online, SharePoint, Teams, and other related services.
7. Documentation: Create and update technical documentation, knowledge articles, and standard operating procedures (SOPs) to ensure accurate and up-to-date information.
8. Collaboration: Collaborate with cross-functional teams and stakeholders remotely to resolve complex technical issues and ensure smooth IT operations.
9. Continuous Improvement: Identify opportunities for process improvements, automation, and optimization to enhance the overall remote service delivery.

1. At least 6 - 8 years of experience in remote IT support, focusing on L2/L3 support and ITIL processes.
2. Proficiency in commonly used technologies, including:
   • Device Monitoring Tools: Nagios, Zabbix, SolarWinds.
   • Remote Support Tools: TeamViewer, AnyDesk, RDP.
   • Server Management: Windows Server, Linux (Red Hat, Ubuntu, CentOS), VMware, Hyper-V.
   • Change Management Tools: ServiceNow, Jira Service Desk, BMC Remedy.
   • Microsoft 365 Suite: Exchange Online, SharePoint, Teams, OneDrive.
   • ITSM Tools: ServiceNow, BMC Remedy, Cherwell, Jira Service Desk.
   • Incident and Ticketing Systems: ServiceNow, Zendesk, Jira Service Desk.
   • Collaboration and Communication Tools: Microsoft Teams, Slack, Zoom.
   • Documentation and Knowledge Management Tools: Confluence, SharePoint, wiki platforms.
   • Scripting and Automation: PowerShell, Bash, Python.
   • Remote Monitoring and Management (RMM) Tools: ConnectWise Automate, SolarWinds RMM, Kaseya VSA.
3. Strong analytical and problem-solving skills.
4. Excellent communication and customer service skills.
5. Ability to work remotely in a fast-paced environment and prioritize tasks effectively.
6. Team player with a collaborative mindset.