Second Line Analyst _Chennai

Job Description:

Job Title: Second Line Analyst Job Level: LX
Work Location: Chennai
Department: Service Delivery
Experience: Overall 3-5 years of experience

Core Responsibilities:
1. Ensure customer inquiries (tickets) are resolved efficiently and according to standard procedures
2. Provide high quality customer support by utilizing excellent customer service skills and technical
expertise, researching, analysing, resolving and responding to basic-to-complex questions and problems
related to material questions via telephone and e-mail, within specified service level metrics
3. Track user questions within specified systems
4. Identify, research, and resolve user questions and problems
5. Act as point of escalation for First Line
6. Escalate issues to Third Line as required
7. Experience in Active Directory/Office 365 user account administration
8. Experience providing support on the Microsoft Office application (i.e. Outlook/Word/Excel etc)
9. Experience using an ITSM ticket management system and using automation where feasible on the
platform
10. Excellent IT skills and knowledge of troubleshooting computer related issues both hardware and
software, as well as desktop, laptop and mobile devices
11. Working knowledge of Microsoft InTune
12. Working knowledge of windows server
13. Working knowledge of TCP/IP, DNS and DHCP
14. Experience in Group Policy
15. Experience supporting SharePoint, backup solutions, antivirus software, and networking
16. Experience providing AutoCAD support (Preferable)

Support Activities:
1. Ensure the proper recording of all support activities
2. Ensure support processes are followed and documented
3. Keep knowledge bases updated
4. Flexible in working hours to cover support of UK based Operations
Additional Responsibilities:
1. Learning & Knowledge sharing
2. Actively participate in training activity
3. Actively participate and contribute to Team and Organizational Goals
Technical Skillset:
1. Excellent understanding of the Microsoft Azure cloud stack
2. Understanding of cloud services
3. SQL Server/ Cosmos db
4. VMs
5. General understanding of networks
6. Knowledge of DevOps would be desirable
7. Excellent experience in patching and backups following best practise methodologies

Knowledge of Tools
1. MS Azure2. VMs
3. RedStor
4. SQL Server
5. MS Office tools- M365
6. Windows 10
7. InTune
8. Active Directory
9. ITSM
10. MS Office products – Visio, Project etc.
11. AutoCAD
12. Current software packages
13. ISO 20000 & ISO 27000
14. ITIL

Soft Skills
1. Ability to communicate clearly with both customers, business and technical teams
2. Excellent English verbal and written communication skills
3. Strong logical, analytical, and problem-solving skills
4. The candidate should be Highly Motivated and a Self-Starter at work
5. Takes professional ethics such as punctuality, dress-code, meetings very seriously
6. Identifies and proposes alternative ways of solving a business problem
7. Demonstrates awareness of individual and group dynamics