2nd Line Support Analyst

Armstrong Knight; CITY; On-site; INR 600,000 - 900,000; Full time

Job summary

Armstrong Knight is looking for a dedicated individual to join their team in Rajasthan, India. The role involves defining service implementation and managing deployments of servers, networks, and PCs, with a strong emphasis on automation.

The candidate will troubleshoot technical issues, research new systems, manage onboarding processes for clients, and provide onsite support while ensuring high-quality service levels. Additional responsibilities include monitoring help-desk requests and conducting training sessions for team members.

Qualifications

• Ability to troubleshoot server and network deployments creatively and effectively.
• Experience in research and testing new systems and technologies.
• Proficient in making technical diagrams for internal collaboration.

Responsibilities

• Ensure smooth deployment of servers and networks with automation.
• Monitor help-desk requests and manage case assignments.
• Provide onsite support to clients and adhere to SLAs.

Skills

GPO Management

Windows Deployment server

Basic Powershell scripting

Office 365 Admin/Support

Veeam Admin

Mimecast Helpdesk Admin

Excel End‑usage

Dynamics CRM End‑usage

SharePoint Support

AutoCAD Deployment

4G/5G Support

Centrex/Polycom Admin/Support

Job description

Working with the team, you will be helping define the services we offer and how we implement, support and manage them.

A key aspect of the role is the smooth deployment of servers, networks and PCs using automation. This is a role for an individual ready to make their mark and grow with a business that has shown 25% growth last year.

Key Areas of Responsibility

1. Automation: We pride ourselves on exceptional levels of networks and deployments free of error and the need for break‑fix. You will trouble shoot the deployments and have the creative mind to help us establish ground‑breaking service techniques.
2. Research and Development: As we are MSP‑level partners with each of our technology partners, you will research and test new systems and technologies in-house, and with‑in client networks when required. As partners with many technology leaders, we must maintain a high level of insight on their roadmaps. Present research on occasion at team forums.
3. Systems Design: Define and engineer new solutions for client and internal operations. Use technical diagrams to collaborate internally or with our partners to present ideas before client approval.
4. Case Management: with your Team Manager you will monitor help‑desk requests from clients and assign to your team members based upon SLA’s, skills and capacity.
5. Knowledge: Ensuring KB’s are captured where required, escalations are efficient, and good timesheets and resolutions are communicated back to the end‑users within the day completed.
6. Fee Earning: Where cases are out‑of‑scope, ensure you record time for onward billing.
7. QA: With your Team Manager, ensure tasks assigned to you from case templates are completed to the appropriate quality levels for standardised builds of PCs, Mobile Devices, Users, Telephone Extensions, Servers, AP’s, routers, etc.
8. Process Management: With the Team Manager improve the processes in place that maintain deployment records and techniques within case templates, 6. Meraki MDM, and 3rd‑Party systems.
9. Reporting: ensure the meeting of KPIs for performance reporting.
10. Client Onboarding: working with the new business team, you will help on client onboarding from a technical perspective – running audits, assessing and managing required change.
11. Onsite Support: provide clients onsite support, liaising with other team members and adhering to client Service Level Agreement and any technical documentation that requires sign‑off. Ensure all site visits are signed‑off or correctly escalated, and then stored, monitored and resolved correctly.
12. Technical Lead: Carry out installation tasks and communicate any requirements for the client, logistics or provisioning to the Service Desk Manager or Operations Manager. Liaise with the client technical team or in‑house Solution Architects where processes need updates. Ensure all site visits are signed‑off or correctly escalated, and then stored, monitored and resolved correctly.
13. Training: We expect 3‑hours per week to be dedicated to learning. All costs of exams undertaken to support the role will be paid as part of your expense account. Help manage team members’ professional development and ensure they maintain alignment with the company’s objectives with programme’s tailored to each individual and monitored by our Operations Manager.
14. In‑house Systems: to help implement and maintain our internal operations. Prioritise deliverables with the Service Desk or Operations Manager and maintain ongoing feedback.
15. Manage Unified Services Team: Take part in daily sessions with the team, and weekly sessions with each team member to ensure work is being completed accurately and to a high level of quality.

Systems Expertise

• GPO Management
• Windows Deployment server
• Basic Powershell scripting
• Office 365 Admin/Support
• Veeam Admin
• Mimecast Helpdesk Admin
• Excel End‑usage
• Dynamics CRM End‑usage
• SharePoint Support
• AutoCAD Deployment
• 4G/5G Support
• Centrex/Polycom Admin/Support

Additional Skills

• New customer site audit