Position Summary:

The Operations Analyst I position is in direct support of all systems cloud based and in corporate data centers. This position is responsible for first level support requests related to operational support for Active Directory, Microsoft Exchange, M365 Applications, corporate backups, and monthly monitoring technologies. This position reports to the Corporate IT Operations Team Leader and works closely with the rest of the Operations and Technical Services Infrastructure teams.

Responsibilities

·         First level support managing Service Desk tickets in a timely fashion

·         Will be expected to follow Corporate IT Policies/Standards, operational processes, work instruction procedures and assist in troubleshooting after escalating to Local IT support or Systems Engineering staff.

·         Quickly identify and analyze system events through alert notifications and monitoring using automation utilities and take appropriate action

·         Works closely with the Management and peers to resolve support requests and operational activities of data center operations in both a physical and virtual server environment

·         Work hours on normal business days in addition to any planned or unplanned overtime

·         Monitor and apply updates to corporate-wide Servers and Workstations

·         Create and maintain work instructions at SOPs in support of the hosted data centers and internal/external customers.

Informs management in a clear, concise, and timely manner of any customer or technical issues.
Delivery of excellent service to consumers (internal and external)
·         Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times.

·         Perform other related duties and tasks as assigned or as become evident

·         Must adhere to Sarbanes Oxley an FDA policies and procedures  

Qualifications we seek in you!

Operational understanding of Active Directory, Microsoft Exchange, M365 Applications and Other Microsoft Technologies
·         Prefer experience with patch management, backup software and hardware, operational monitoring software, terminal services, and other related Microsoft technologies

Strong troubleshooting skills to triage issues related to IT systems and applications
Excellent customer service Skills
Must be able to engage in problem-solving skills to help identify and solve potential issues
·         Associates degree or equivalent from college or technical school or equivalent combination of education an experience

Preferred qualifications

Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
Relevant experience in administration of Backup environment with Veeam Backup technology
EMEA Region coverage / US Eastern Time Zone Coverage
Communication & Language skills.
Leadership/Team Handling experience.
Customer Focus.