Infrastructure Technology Support Analyst
Service Delivery professionals are responsible for providing service delivery across the breadth of offerings such as accounting, information technology, application development and maintenance, helpdesk services, procurement, learning and training, and human resources. The work that is performed by our delivery professionals may serve one or more clients concurrently and they may be located directly at a client site or within our global delivery network.
People within Infrastructure Outsourcing are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. Infrastructure Outsourcing (IO) is the ongoing management and/or improvement of activities related to a part or to the whole of a technical infrastructure (e.g. information systems, security systems, and telecommunications networks), allowing companies to focus on their core business and competencies.
Infrastructure Technical Support Specialist
Participates in and provides leadership in the development, deployment and support of infrastructures, applications and technology initiatives, both from an architectural and operational perspective in conjunction with existing standards and methods of delivery. Collaborate with other technology teams and clients to deploy technology architectures and solutions. Research, escalate, and resolve, technology problems relating to the global technology environment. Perform and present technology performance analysis, capacity planning, and proactive health checks. Considered SME in technology field and has expert knowledge of equipment, protocols, technologies, services, and monitoring tools. Provides operations support for voice and server technologies.
Plan and implement medium to high risk changes on production workstation systems
Analyze and assess the impact and risk of low to medium risk changes on production systems
Resolve Level1/2 incidents affecting the operation/availability of production workstation systems, through troubleshooting and implementing known fixes
Conduct trend analysis with a focus on proactive identification of events/issues that threaten performance and a consistent & timely resolution and documentation
Deploy standard repeatable build outs
Install, configure, patch and maintain workstation technologies
Manage and support backup strategies related to workstation.
Analyze system performance indicators and recommend improvement actions
Monitor vendors' release notes and plan necessary upgrades and patches as required
Assist disaster recovery tests related to client recovery at the designated BCP location
Create and review technical system recovery plans
Review the problem management register and identify and implement actions
Assess/install/maintain third-party tools
Make proactive suggestions for service improvements
Demonstrate commitment to Service Excellence
Coach less experienced staff in the supported products and best practice for production support
Manage daily aspects of Asset management including tracking all assets in Flexnet Tool.On-Site Support
Identification, prioritization, resolution/fulfillment of customer incidents.
Coordinates, diagnoses, and troubleshoots incoming customer inquiries.
Provides case status updates.
Implements standard operating procedures and customer service guidelines.
Responds to and completes customer requests for services.
Provides technical support to internal desktop systems customers.
Performs installations, upgrades and backups.
Provides technical support to internal application customers.
Supports/troubleshoots network problems.
Supports/troubleshoots client connectivity
May train customers on use of local technology.
Participation in Hardware and Software activities.
Participation on global/local technical projects or initiatives (Workstation SW Platform, Office Moves, New Buildings, Workstation renewal programs,…)
Minimum 1 year of working with workstation technologies
Minimum 1 year of providing technical support to multiple users
Asset Management experience
Help Desk Ticketing system experience
Understanding of ITIL Methodologies and supporting ISO certifications
Demonstrated leadership in professional setting; either military or civilian
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Applicants for employment in the U.S. must possess work authorization which does not require now or in the future sponsorship by the employer for a visa.
Accenture is an Equal Opportunity Employer.
Accenture is committed to providing veteran employment opportunities to our service men and women
Accenture - 18 months ago
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