General Description

• IT Operations Analyst II is responsible to provide first line support to internal and external  clients, administration staff and IT Support Analysts in assisting them with additional hardware and software and hardware requirements and making sure that the systems are working properly according to company standards. He is responsible for providing technical support to both operations and staff, always looking for continuous improvement in the processes established, and is also responsible for ensuring the availability of computing resources to the organization.

Main Responsibilities

• Provide technical support to the various technological platforms of the company (hardware, software) and implementing security policies, ensuring connectivity systems, patching, coordinate and monitor the implementation of best practices and support projects, support the area of technology in the development and operation of accounts, among others

• Physical and Remote Support

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To take ownership of user problems and be proactive when dealing with user issues.

• Respond to inquiries from internal clients and help them resolve any hardware or software problems.

• Support users in the use of computer equipment by providing necessary training and advice.

• To perform changes on distro lists and organizational units within G-suite

• To complete updates, patches, and software deployments.

• To perform VLAN Changes

• Serve as the main POC for any IT related activities happening in the site or sites under their scope

• Keep adequate IT Asset management controls for the assets under their responsibility.

Specific Qualifications

• Minimum of 95% Attendance

• Demonstrating Integrity

• Be able to participate in our 24X7 rotation schedule (nights, weekends, and holidays). 

• No active disciplinary processes

• Knowledge of Virtualization technologies under windows and Linux - Required

• Intermediate knowledge on software deployment 

• Intermediate  Network Knowledge (VLAN Changes, Port configuration)

• Intermediate Active Directory knowledge is required.

• Remote Support previous experience and knowledge

• Bomgar management - desirable

• Intermediate Avaya Console Management knowledge is required.

• English - B1 

• Distrolist groups and Organizational units knowledge is required

• Strong IT troubleshooting -  Required (Hardware/Software and Networking)  

Skills

• Teamwork

• Problem-Solving

• Collaborating

• Remote support

• Client service oriented

• Strong interpersonal and customer service skills

• Strong verbal and written communication skills. 

• Faster adaptation to technology changes 

Education/Experience and Knowledge

• A third-year level Systems Engineering, Computer Science or related careers.

• Proof of PC skills (installation, configuration, troubleshooting, and maintenance) - Required

• Preferably with 6 months experience in similar positions.

• Technology certifications (A + , Network + , Server + , MCP , CCNA, ITIL,etc. ) - Desirable
  Completed online Courses of IAspire Essentials - Mandatory

• G-suite Certification - desirable

• PDQ certification - desirable

• Desktop Central certification - desirable