Technical Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide support for the Service Desk in a continuous 24x7 environment.

• Manage incoming phone calls and alerts related to infrastructure monitoring.

• Conduct scheduled patching of Windows servers for clients.

• Utilize judgment on newly created high-priority tickets and work towards resolution when possible.

• Elevate unresolved issues to vendors or internal On-Call personnel.

• Ensure the achievement of SLAs and KPIs by taking ownership of SMC cases.

• Oversee queues for incoming alerts and incidents.

• Record Service Desk tickets and time in the necessary systems.

• Leverage available tools to swiftly resolve client issues.

• Handle vendor escalations and collaborate effectively with vendors.

• Provide clear updates on cases and maintain precise notes.

• Investigate issues raised by clients and propose resolution steps.

• Engage in client-facing escalations, conduct post-incident reviews, and participate in lessons-learned initiatives.

• Develop configuration documentation, patching guides, and knowledge base articles.

⛳️ Requirements

• Open to applications from individuals based in the Philippines only.

• Available for night shifts from Friday to Monday, 8pm–8am UK Time.

• Experience in Windows Server patching.

• Familiarity with Active Directory.

• Knowledge of Azure Entra ID.

• Experience in Windows Server administration.

• Proficiency with Microsoft 365 Teams.

• Experience with Microsoft Endpoint Manager (Microsoft Intune).

• Knowledge of Azure IaaS, including Reserved Instances and Hybrid Use Benefit.

• Nice to have: Experience with Exchange Server administration (2016 or later).

• Nice to have: Familiarity with Arctera Enterprise Vault.

• Nice to have: Knowledge of Microsoft Defender for Endpoint.

• Nice to have: Understanding of Microsoft Information Protection.

• Nice to have: Experience with SharePoint Online.

• Nice to have: Knowledge of Azure Virtual Desktop.

• Nice to have: Familiarity with SCCM.

• Nice to have: Understanding of Mimecast.

• Nice to have: Experience with VMWare.

• Nice to have: Familiarity with LogicMonitor.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working hours and a supportive work environment.

• Access to the latest tools and technologies.