The infrastructure analyst is responsible for tiers 1 and 2 support of all desktop software, operating systems and remote access issues escalated from the helpdesk.
Major responsibilities include provide direct hands-on support to users who are experiencing desktop operating system, connectivity and application issues; perform hardware diagnostics and coordinate repairs; participate in planning, scheduling and executing computer equipment installations, upgrades and replacement projects.
The systems analyst will manage and maintain the laptop loaner pool; responsible for all new hire setups, departures and changes; conference room setups; and elevate issues to appropriate senior individuals in it.
The infrastructure analyst will be able to help support all systems when necessary.
Main responsibilities / tasks
create/remove users in active directory, 0365, and all other business applications
manage third party services and vendors: monthly invoicing, reports, issues, ect.
Manage po process for new software/hardware and yearly support maintenances to perform the monthly invoice process
manage local lan: support zscaler, document network switch ports and communicate the necessary changes to networking and monitoring team.
Control and follow our corporate systems and application standards.
Create and maintain local services and infrastructure documentation.
Control software distribution and patch management to windows laptops and servers.
Prioritize work efforts, multi-task in a very fast-paced environment, and provide timely and clear updates
work on rotating basis for after-hours support including but not limited to patching maintenance and software release support
provide support for printers on site
provide support for ups on site
provide support for the video conference devices
manage and keep updated the inventory of hardware and software
perform full helpdesk and site support for perú, and eventually, support other team member in the andean region.
Support vdis and apps published on them.
Perform other duties as assigned
experience & educational background
it technician or bachelor's degree.
System engineer graduated.
Conversational english
a minimum of three years' experience of desktop software/harware support and experience in a professional environment.
Technical knowledge / certifications / competences
ability to work independently without intensive oversight - must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively
strong understanding of the microsoft windows operating system and microsoft office suite
experience working with itil framework and service management tools (1jira).
Understanding of microsoft's active directory technology, windows registry, lan services, user account management, servers and roles management.
Demonstrates a positive attitude towards providing service and helping others.
Excellent communication skills (oral and writing).
Multicultural team works experience.
Competences required: leadership, planning & organization, communication & influence, resilience & adaptability, curiosity & self-development, results orientation, teamwork & cooperation.
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