Analyst

Job description:

- Adhering to SLAs
- ITIL Processes awareness and adhering to
- Reporting to the Track Lead / Team Lead
- Helping team members in case of Issues/Technical Problems
- Handling tickets / requests
- Troubleshooting technical issues
- Ensuring that the processes are adhered to
- Understanding of Multi-geo support environment
- Support day-to-day aspects of the level 2 calls of Active directory & HyperV/VMware during business hours
- Meet the SLA and QOS level
- Escalation of all pending and failed calls
- Improves and maintains customer and employee satisfaction
- Provide L2 level support on AD, DNS, HyperV/VMware, Monitoring and Reporting
- Implementing Backup/Restoration Strategy for 24x7 operation support
- Applying patches/upgrades to maintain security level
- Assist in implementation of Data centre consolidation
- Perform H/W & performance monitoring and implement recommendations
- Day-to-Day reporting tasks
- Antivirus solutions

Technical Requirements

Required Skills / Qualifications:
Microsoft-Windows-Server Administration L2 level
Good experience in analysis, installation, implementation and maintenance of Windows NT, Windows 2000,and Windows2003 Server, Windows 20008 Server
Strong experience using Active Directory, DHCP, DNS, IIS 5.0/6.0,FTP, Group Policy.
Experience in Testing and implementing security patches released by Microsoft.
Implementation and Maintenance Migration Windows 2000, Windows 2003 to Windows 2008
Administration and Technical support to VM Ware environment servers.
Good practices on Configuration and Change Management, Incident and Problem Management. SLA metrics and Escalations for Manage Now R1 Ticketing tool.Escalations
Experience of Installation, configuration, Migration and deployment of Windows 2008 Server.
Software and Hardware Troubleshooting of Enterprise Servers Environment.
Sound Knowledge of DCHP setup and troubleshooting, Active Directory/Domain Controller Configuration.
Knowledge in VMware Administrator.
Knowledge in Windows Clustering.
Good Knowledge in Documentation for Installation, Testing, deployment and troubleshooting Windows servers.
Establish and implement policies, procedures, and technologies to ensure Windows system security.

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL s value and its methodology

Other Skills / Experience

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills


Years of Experience

3 to 5 years experience in a similar position Work in similar technical profile.


Certification requirements
MCSE 2000/2003
MCTS on Windows Server 2008

Reviewed by Title
Approved by Title
Date Posted
Date Hired

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets orprovide hardware o