Technical Analyst II

Key Responsibilities:

Hardware/Software Installation
Hardware procurement, delivery, implementation, and maintenance.
Maintains documentation of physical assets in configuration and asset management records.
Preventive Maintenance
Monitors the availability, performance, and throughput of supported technology infrastructure to proactively identify issues and remediate.
Manages and maintains all infrastructure hardware and software ensuring they remain available at all required times. Tests and provides recommendations for replacement or upgrade of hardware or software to ensure business continuity.
Maintains technology infrastructure support technical documentation.
Leads location in disaster recovery for technology.
Incident Management:
Performs technology support, troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
Performs research and develops solutions for hardware and software issues.
Updates incident records and knowledge base with appropriate and timely information.
Problem Management:
Recommends and develops solutions, resolve problems associated with incidents, and update problem records.
Conducts root cause analysis.
Submits requests for change records to remove errors.
The role requires a high level of autonomy correlating to workflow. This is a results-driven position requiring knowledge of all facets of technology such as networking, software, and hardware.
Change Management:
Works with project teams to review and assess impact of new business requirements.
Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans).
Ensures the capacity, availability, security, and service support requirements are considered in all technology infrastructure changes.
Implements, tests, and monitors technology infrastructure changes in line with change implementation plans.
Ensures technology infrastructure changes meet agreed service acceptance criteria.
Maintains asset and configuration management records.

Key Requirements and Technology Experience:

Key Skills: Technical Support, Desktop Support, Mac/iOS Support, Apple Certified Support Professional (ACSP).
Bachelor’s degree in related field and 5+ years’ experience.
Working experience supporting end-user computing devices.
Working experience working with incident, problem, and change management,
Working experience in an ITIL-based environment.
Working experience as a participant in a change management process.
Working experience of Microsoft Office products.
Willingness to travel up to 25%.
Ability to walk, stand, squat, kneel and climb to perform essential job duties required to troubleshoot, repair, and maintain technology equipment.
Excellent customer service skills required. The ability to meet SLAs and update customer with progress.
Additional Tech Certification: A+, Network+, MCP, MCDST.
Apple Certified Support Professional (ACSP).
Network certificates.
Working experience in Series/AS400 support.
Working experience in wireless (Mobile, WiFi, WAP).
Working experience in network.
Working experience in audio/visual.
Working experience in Project Management.
Experience communicating with stakeholders.
Travel requirement is 40%.