Tech Support Analyst

Role Purpose:

A Tech Support Analyst is responsible for supporting new and existing IT products, applying knowledge, experience and alignment to the service delivery strategy to achieve desired outcomes on a timely basis. They are responsible for providing insights, knowledge and technical know-how for a broad range of products. This production support role should strive to ensure the stability and availability of the firms technical environment.

Key Responsibilities:

* Provide technical support across a wide range of products and technologies.

* Contributing (a) technical domain knowledge, (b) process expertise, and (c) technical capabilities to support service delivery

* Contributing towards ensuring stability and availability of the firms production environment

* Provide stewardship across the chosen technology stack for the purposes of production assurance

* Contributing: technical domain knowledge and expertise in the management of existing and/or new IT products and services

* Supporting the Service & Product Manager across wide set of technical domains

* Performing various aspects aligned to system or application ownership

* Updating necessary systems to reflect current status (GSNOW, i-SAC, EAPM, etc.)

* Embed Risk Awareness by designing and operating an effective control environment

Key Deliverables:

* Provide technical support across a wide range of products and technologies.

* Contribute towards ensuring stability and availability of the firms production environment

Technical skills description

Must:

Windows server and services: WSUS, Print Server, Terminal Server, Cluster Server, DHCP, WINS and DNS Server, File Servers, DFS, Domain Controller (Active Directory Services, security, logon scripts etc.), SQL Server, PowerShell Scripting

VMware Server

Detailed knowledge Microsoft Office technologies

Detailed knowledge of Networking (protocols, security, standards etc.)

Network management and maintenance (cabling, monitoring, fixing problems)

CBR-related systems

Plus:

VMWare certification

Microsoft certification

Citrix Farm

MOEX (Teap Server, EAC, DCC, RTS Clearing House Client)

Basic knowledge of Unix products